Customer Service Account Representative

Client Representative, Plan Administrator (Group Benefits)

The Client Representative, Plan Administrator (Group Benefits) located in Milwaukee WI, handles client service concerns by maintaining and servicing inbound call activity and emails. Improve persistency and overall client satisfaction by serving as point of contact within sales offices, agencies, and employers. In office position

Responsibilities:

• Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups
• Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise
• Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them
• Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
• Perform root cause analysis and determine proper course of action
• Explain insurance concepts in an easy-to-understand format
• Demonstrate strong understanding of all workflows and business processes to execute overall service strategy
• Identify areas of process improvement and works with manager and internal organization to improve processes
• Meet and exceed individual and team performance goals to improve overall lapse rate and service

** Only those lawfully authorized to work in the designated country associated with the position will be considered.**

** Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**