Customer Service Associate

Customer Service Associate (CSA)

Location: Remote;
May be occasional Hybrid in Salt Lake City, UT area
Department: ICHRA
Reports To: ICHRA Team Lead

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365 is seeking a Customer Service Associate (CSA) to support our growing ICHRA and individual benefits operations team. This role is ideal for someone who is organized, detail-oriented, customer-focused, and comfortable helping members, employers, carriers, and internal teams resolve enrollment, payment, documentation, and coverage-related issues.

The CSA serves as an operational support partner to Enrollment Agents and Client Service Managers by helping manage premium payments, autopay setup, documentation collection, case follow-up, system updates, and administrative workflows. This position plays a critical role in keeping member coverage active, reducing preventable terminations, and creating a smooth service experience.

• Support enrollment and client service teams with administrative, member service, and operational tasks.

• Assist with binder payment processing, premium payment follow-up, and autopay setup and verification.

• Investigate and help resolve payment, billing, enrollment, and coverage issues.

• Gather, review, organize, and submit required SEP, enrollment, and policy maintenance documentation.

• Contact members, employees, HR teams, carriers, and third‑party administrators to obtain missing information and move open items forward.

• Update and maintain accurate records, case notes, account activity, and documentation in Salesforce and other operational systems.

• Track open cases, outstanding documentation, payment issues, autopay status, and carrier follow-ups through completion.

• Assist members with carrier portal access, autopay set up, payment options, and account maintenance needs.

• Support carrier troubleshooting and escalater complex issues to leadership, carrier partners, or vendors when appropriate.

• Assist with policy audits, quality checks, enrollment verification, and coverage maintenance activities.

• Provide general operational support during Open Enrollment, onboarding periods, and other peak workload times.

• Follow established workflows and service standards to ensure timely, accurate, and compliant member support.

• Member documentation is complete, accurate, and submitted on time.

• Open cases, payment issues, and documentation requests continue moving without unnecessary delays.

• Administrative and coverage issues are identified early, tracked carefully, and resolved proactively.

• Salesforce records, case notes, payment details, and account documentation are kept current and reliable.

• Members receive clear, timely support with payments, autopay, documentation, and coverage questions.

• The enrollment team has reduced administrative burden because routine follow-up and account maintenance tasks are handled consistently.

• Strong customer service and communication skills, including the ability to communicate clearly by phone, email, and text.

• Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast‑paced environment.

• Comfortable working with technology, learning new systems, and navigating carrier portals, CRM tools, and enrollment platforms.

• Comfort working in systems‑heavy environments and using shared trackers, CRM tools, or case‑management platforms.

• Strong written and verbal communication skills.

• Ability to analyze information, solve problems independently, follow up consistently, and elevate when appropriate.

• Experience in health insurance, employee benefits, ACA, ICHRA, individual health insurance, or related service operations is preferred but not required.

• Salesforce experience is preferred; health insurance licensing is a…