Senior Insurance Experience Specialist

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

The Senior Insurance Experience Specialist is a vital member of the Brokerage Operations Team responsible for ensuring an exceptional end-to-end insurance experience for clients. This includes configuring the isolved Benefits Module, supporting insurance plans, managing enrollments and terms, providing client-focused support, and driving strategic planning initiatives.

In this senior position, the individual will manage complex tasks independently, design innovative support workflows, mentor peers, identify efficiency opportunities within processes, and prioritize multiple competing deadlines. Additionally, they will play a key role in shaping the client support process for future insurance programs, ensuring best-in-class service and operational efficiency.

• Serve as the subject matter expert for configuring insurance plans within the isolved Benefits Module, ensuring all client-specific plan designs are accurately reflected.
• Oversee the build and update of insurance plan configurations, ensuring robust documentation of each setup for reference and compliance.
• Prepare and manage benefit enrollment periods, including annual open enrollment, new hire enrollments, and life events.
• Coordinate the synchronization of COBRA, FSA, HSA, and HRA plans with isolved Benefit Services, when applicable.
• Develop and upload enrollment data import templates for accurate population of insurance plan information.
• Identify opportunities to optimize system configurations and propose technological enhancements to improve operational efficiency and client experiences.
• Process enrollments and terminations directly with insurance carriers while maintaining thorough documentation and completing tasks in a timely manner.
• Support Clients with troubleshooting enrollment functionality, including eligibility rules, terms, and timelines.
• Validate all enrollment data and terms to maintain consistency and compliance with ACA guidelines and other regulatory requirements.
• Provide timely resolution for enrollment-related issues, ensuring minimal disruption for clients during critical enrollment windows.

• Deliver advanced-level support to Insurance Relationship Managers and clients, addressing insurance configuration and enrollment needs proactively.
• Act as the primary escalation point for complex client inquiries regarding insurance setups, policy terms, and system functionality.
• Manage the operations mailbox, ensuring all communications are timely, responsive, and aligned to service-level expectations.
• Oversee the Insurance Operations Queue, providing prompt assistance with basic benefit-related client questions and ensuring exceptional service delivery.
• Build and maintain strong working relationships with clients, Insurance Relationship Managers, and internal stakeholders to ensure satisfaction and alignment of support goals.
• Mentor peers by sharing best practices, offering developmental coaching, and managing advanced system configurations discussions.
• Actively participate in team meetings, special projects, and company-driven initiatives aimed at improving processes and workflows.
• Play a central role in the strategic planning of the client support process, focusing on improving workflows and preparing the team for the rollout of future insurance programs.
• Specialize in designing scalable support workflows to enhance operational efficiency and ensure smooth implementation of new benefit programs.
• Continuously analyze client support systems and identify opportunities for innovation, responsiveness improvement, and client satisfaction enhancement.
• Collaborate with cross-functional teams to anticipate client needs and develop forward-thinking solutions that address important client pain points and strategic initiatives.
• Contribute strategic recommendations that prepare the organization to adopt innovative insurance technologies and processes effectively.

• Bachelor's degree and/or 4+ years of experience in Benefits/Insurance administration, with expertise in technology platforms.
• Extensive experience working within SaaS environments, especially in insurance or benefits systems.
• Familiarity with compliance regulations, including the Affordable Care Act (ACA).

• Advanced skills in benefits or insurance systems configuration and troubleshooting.
• Strong analytical, technical, and problem-solving capabilities with a detail-oriented mindset.
• Excellent interpersonal, verbal, and written communication skills to deliver clear and impactful client support.
• Demonstrated experience in delivering high-quality customer support, with a focus on client satisfaction and relationship-building.
• Ability to handle complex client inquiries with professionalism and provide tailored solutions in a timely manner.
• Proven ability to manage multiple priorities, meet…