COBRA Support Specialist

Posting Description

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people‑first approach. To learn more, please visit:

American Benefits Group (ABG) is one of the nation’s leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. Over the course of the past 30 years we have grown considerably and we are looking to grow our team even further. We are transforming the benefits administration industry with empowering technology and a world‑class customer service experience.

Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures. Every employee at ABG maintains a laser focus to exceed client expectations every day. Our people are what make us successful and we are looking for qualified candidates to join our team as a COBRA Support Specialist. The COBRA Support Specialist plays a key role as the first point of contact with ABG for many of our clients, brokers and participants.

This position is perfect for you if you enjoy helping others. We’re looking for someone who loves solving problems and creating long‑term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer‑centric team successful.

This is a full‑time opportunity open to a remote ET schedule M‑F (8:30 AM‑5:00 PM)

The COBRA Specialist supports and services COBRA & Direct Billing participants, as well as clients and brokers by providing COBRA administration in accordance with federal COBRA regulations.

• Communicating complex issues clearly and simply
• Proactive follow‑up
• Delivering legendary customer service
• Relentless about improvement

• Customer Support
• Membership Changes

• Punctually logs in at their assigned phone shift and maintains available status outside of breaks and lunches.
• Promptly answers incoming calls and e‑mails to provide support to clients, brokers, and participants.
• Accurately and confidently explains COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage.
• Assists clients, brokers and participants with navigating the COBRA & Direct Billing Portal.
• Remains familiar with reporting functionality and assists clients and brokers with running and interpreting reports in the COBRA & Direct Billing Portal.
• Documents all interactions in the phone system & SharePoint immediately after calls & e‑mails and keeps organized notes of calls requiring follow‑up, taking ownership until resolution is reached.
• Maintains a strong working knowledge of COBRA and stays current with law and regulation changes.
• Confidently handles complex issues and collaborates with other team members to come to the best resolution.
• Tactfully addresses sensitive participant matters.
• Documents urgent reinstatement requests according to department procedure and timely follows up on requests as stated until completed.
• Consistently follows‑through and follows‑up on requests until resolved.
• Takes initiative to use available resources to problem‑solve and escalates when appropriate.
• Appropriately redirects calls and e‑mails to other departments as needed.
• Assumes other duties as assigned by Manager.
• Ensures privacy by following all security and HIPAA guidelines.

• Timely processes requests from participants according to department procedures in the COBRA & Direct Billing Portal, including COBRA elections, removing dependents, dropping coverage, life events, contact changes, adding/removing subsidies, reporting requests, and updating direct billing accounts.
• Makes good use of available templates and resources to efficiently handle incoming requests.
• Engages productively with other team members to encourage and…