COBRA & Direct Billing Support Specialist; Remote

About ABG

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 past 30 years ABG has grown considerably and is expanding its team to transform the benefits administration industry with empowering technology and a world‑class customer service experience. We are seeking qualified candidates to join us as a COBRA Support Specialist.

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. The role is the first point of contact for many clients, brokers and participants.

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

• Customer Support
• Membership Changes

• Punctually log in at the assigned phone shift and maintain available status outside of breaks and lunches.
• Promptly answer incoming calls and e‑mails to provide support to clients, brokers, and participants.
• Accurately & confidently explain COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage.
• Assist clients, brokers and participants with navigating the COBRA & Direct Billing Portal.
• Remain familiar with reporting functionality and assist clients and brokers with running and interpreting reports in the portal.
• Document all interactions in the phone system & SharePoint immediately after calls & e‑mails; keep organized notes of calls requiring follow‑up and take ownership until resolution is reached.
• Maintain a strong working knowledge of COBRA and stay current with law and regulation changes.
• Confidently handle complex issues and collaborate with other team members to arrive at the best resolution.
• Tactfully address sensitive participant matters.
• Document urgent reinstatement requests according to department procedure and timely follow up on requests until completed.
• Consistently follow through on requests until resolved.
• Take initiative to use available resources to problem‑solve and to escalating when appropriate.
• Appropriately redirect calls and e‑mails to other departments as needed.
• Assume other duties as assigned by Manager.
• Ensure privacy by following all security and HIPAA guidelines.

• COBRA elections
• Removing dependents
• Dropping coverage
• Life events
• Contact changes
• Adding / removing subsidies
• Reporting requests
• Updating direct billing accounts

• Display a positive attitude
• Team‑player
• Flexible and adaptable
• Problem‑solver
• Attention to detail
• Takes ownership & pride in assigned tasks

• 6‑12 months of direct COBRA Administration experience preferred
• Experience with Direct Billing preferred
• Experience with Alegeus Wealth Care COBRA Platform strongly preferred
• Experience with Ring Central preferred
• Track record as an enthusiastic team player with proven ability to prioritize and multi‑task
• A passion to make customers and coworkers feel important and valued
• Must be able to thrive in a fast‑paced environment managing sensitive, confidential issues
• Proficient PC skills including Microsoft Suite (Office, Excel, Outlook, SharePoint, Teams)

• Bilingual, Spanish

We’re proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our People First culture focuses on building and nurturing lifelong relationships with our employees. The base salary range for this position is $40,000.00 – $50,000.00; the base salary offered will be determined by experience, credentials, education, certifications, skill level, scope of the position, and geographic location.

In addition to the base salary, this position may be eligible for performance‑based incentives.

NFP is an inclusive Equal Employment Opportunity employer.