COBRA & Direct Billing Support Specialist; Remote

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, helping companies and individuals worldwide manage risk, workforce, wealth, and retirement challenges with custom solutions and a people‑first approach.

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. With over 30 years of growth, ABG is transforming the benefits administration industry through empowering technology and a world‑class customer service experience.

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 on at assigned phone shift and remains available outside of breaks and lunches
• Promptly answers incoming calls and e‑mails to support clients, brokers, and participants
• Accurately explains COBRA details (notices, timelines, payments, reporting, coverage) to clients, brokers, and participants
• Assists clients, brokers, and participants in navigating the COBRA & Direct Billing Portal
• Runs and interprets reports in the portal, staying familiar with reporting functionality
• Documents all interactions in the phone system and SharePoint immediately after calls and e‑mails, maintaining organized notes for follow‑up until resolution
• Maintains a strong working knowledge of COBRA, staying current with law and regulation changes
• Handles complex issues confidently, collaborating with team members for optimal resolution
• Tactfully addresses sensitive participant matters
• Documents urgent reinstatement requests per department procedure and follows up until completion
• Consistently follows through on all requests until resolved
• Uses available resources to problem‑solve, escalating when appropriate
• Redirection of calls and e‑mails to other departments as needed
• Assumes additional duties as assigned by Manager
• Ensures privacy by following all security and HIPAA guidelines

• Timely processing of endpoint changes, including COBRA elections, removal of dependents, dropping coverage, and life events
• Contact changes, adding/removing subsidies, reporting requests, and updates to direct billing accounts via the portal
• Utilizes available templates and resources for efficient handling of incoming requests
• Engages productively with team members to encourage a supportive environment
• Shows ability to work effectively with various individuals while multitasking
• Makes sound judgments to resolve requests, assuming additional duties as assigned by Manager

• Display a positive attitude
• Team‑player
• Flexible and adaptable
• Problem‑solver
• Attention to detail
• Takes ownership and 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 multitask
• A passion to make customers and coworkers feel important and valued
• Capability to cope 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, a 401(k) with match, exclusive discount programs, health & wellness programs, and more. The base salary range for this position is $40,000.00 – $50,000.00, determined by experience, credentials, education, certification, 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.