Client Service Representative

Location: California

*
* JOB SUMMARY:

** The Client Services Representative supports employees and HR contacts with day-to-day benefit inquiries.

You operate in a high-volume, member-facing environment.

You resolve routine issues and escalate complex matters following defined guidelines.

Your work supports a consistent member experience and reduces service interruptions for Account Management teams.
** DUTIES/RESPONSIBILITIES:
**** Employee and Member Support
*** Serve as the primary contact for benefit inquiries via phone and email
* Explain coverage, eligibility, and benefit usage in clear terms
* Guide members through carrier portals, mobile applications, and  access
* Support employees during open enrollment
* Provide bilingual support in English and Spanish
** Routine Benefits and Claims Support
*** Process  requests and replacements
* Confirm provider network participation
* Respond to basic claim status inquiries
* Verify eligibility and enrollment changes
* Add or remove dependents
* Provide prescription refill guidance
* Address standard open enrollment questions
** Issue Identification and Escalation
*** Identify issues requiring escalation
* Route cases to Account Management per internal guidelines
* Ensure complete documentation prior to escalation
* Maintain ownership until successful handoff is confirmed
** Documentation and Collaboration
*** Document all interactions and outcomes in the CRM system
* Track open items through resolution
* Partner with Account Managers and Advocacy teams
* Identify recurring issues and share trends with leadership
** REQUIRED SKILLS/ABILITIES:
** EXAMPLES* 5+ years in the property and casualty insurance industry
* 3+ years of handling litigation management and claims of moderate to high severity
* Knowledge of claims processes and procedures, in addition to the overall knowledge of the insurance industry
* Excellent verbal and written communication skills
* Strong knowledge of Microsoft and claims software applications
* Strong analytical and problem-solving skills
* Ability to function well in a high-paced and, at times, stressful environment
* Read and understand legal documents
* Some travel may be required
*
* EDUCATION & EXPERIENCE:

**** Required

Skills & Qualifications
*** One to three years of experience in employee benefits, insurance, healthcare, or customer service
* Bilingual English and Spanish
* Clear written and verbal communication skills
* Ability to manage high call and email volume
* Strong organization and follow-through
* Professional and composed in time-sensitive situations
** Preferred Qualifications
*** Experience in an employee benefits brokerage or consulting environment
* Knowledge of health and welfare benefit plans
* Experience with CRM or benefits administration platforms
* Working knowledge of Outlook, Word, and Excel
** Measures of Success
*** Timely resolution of routine member issues
* Clear and complete escalation documentation
* Positive member experience feedback
* Reduced disruption to Account Management workflows
** PHYSICAL DEMANDS:
** While performing the duties of this job, the employee may exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift and/or move objects. The employee is regularly required to reach with hands and arms; use hands and fingers to grasp, use repetitive motions; talk and hear. The employee is frequently required to stoop.

The employee is occasionally required to climb, balance, kneel, crouch, crawl, stand, walk, push, pull, lift, and feel. This job requires the employee to have close visual acuity.
** COMPANY OVERVIEW:
** Venbrook is a privately held insurance brokerage and risk management firm providing tailored solutions across employee benefits, property and casualty, and specialty lines.

Our teams support clients through direct service, accountability, and clear communication.

Our culture emphasizes ownership, collaboration, and trust.
** We offer a comprehensive benefits package:
*** 401k with employer match
* Medical, dental, vision, life, and disability insurance
* Paid Time Off
* Paid holidays
* Paid sick leave
* Professional development opportunities
* Flexible work arrangements

We offer competitive compensation and a comprehensive benefits package:
*
* JOB TITLE:

** Client Services Representative (CSR) – Employee Benefits
** DEPARTMENT:
** Employee Benefits
*
* LOCATION:

** Hybrid | Southern California | Preference for Orange County, CA
** CLASSIFICATION:
** Non-Exempt
** LANGUAGE REQUIREMENT:
** Bilingual English and Spanish
** COMPENSATION:
** Hourly wage: $28.85 – $33.65 Based on experience
* 401k + employee match
* Medical, dental, vision, life, and disability insurance
* Paid Time Off (PTO)
* Paid Holidays
* Paid Sick leave
* Professional development programs
* Work-life quality and flexibility
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