Non-IT) Customer Service - Account Representative

Account Representative

We're seeking a customer-focused Account Representative to join our Group Benefits team. In this role, you'll serve as the primary point of contact for employers, brokers, agencies, and members by delivering exceptional service through inbound calls, email correspondence, and outbound follow-up. You'll assist with a wide range of benefit-related inquiries while ensuring timely issue resolution and a positive customer experience. This opportunity is ideal for professionals who enjoy helping others, solving complex problems, and building strong relationships in a fast-paced, collaborative environment.

Key Responsibilities:

• Respond to inbound calls, manage email inquiries, and complete outbound follow-up with employers, brokers, agencies, and members.
• Resolve customer inquiries related to claims, billing, eligibility, licensing, commissions, web access, retention, and other Group Benefits services.
• Educate customers on insurance coverage, benefit options, and available tools and resources to help them make informed decisions.
• Research customer concerns, perform root cause analysis, and determine the most appropriate resolution.
• Explain insurance concepts and policy information clearly and professionally.
• Develop and maintain a strong understanding of business processes, workflows, and service procedures to ensure accurate and efficient support.
• Identify process improvement opportunities and collaborate with leadership and internal partners to enhance the customer experience.
• Meet or exceed individual and team performance goals while maintaining high-quality service standards.
• Accurately document customer interactions and ensure compliance with company policies and quality expectations.

Qualifications:

• Previous customer service experience, preferably in the insurance, healthcare, or financial services industry.
• Knowledge of health insurance products, Group Benefits, or underwriting concepts is preferred.
• Excellent verbal and written communication skills with the ability to build rapport and provide exceptional customer service.
• Strong analytical and problem-solving skills with the ability to evaluate complex, time-sensitive information and make sound decisions.
• Ability to multitask, prioritize work, and perform effectively in a fast-paced environment.
• Strong organizational skills, attention to detail, and time management abilities.
• Self-motivated, dependable, and able to work both independently and collaboratively.
• Comfortable giving and receiving constructive feedback.
• Proficiency with Microsoft Office and the ability to navigate multiple computer systems simultaneously.