Consultant Service Liaison

Consultant Service Liaison

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

• Serve as the service experience liaison to Consultants/Brokers, Sales and Operational teams (focus on Segment
  2).
• Account management and maintenance reports (e.g., dependency listings, medical and Rx impact reports) related to service issues.
• Monitor and track overall channel service experience for the segment by reviewing reports from Service Now and open items within BCC and CSA teams.
• Proactively meet with operational and customer service management to discuss and identify service trends and drive resolutions, and provide and present service overview reporting and insights.
• Participate in customer implementation calls and manage tracking of open items to ensure closure; provide status updates to sales, customer, and broker/consultant.
• Liaise with Broker Care Center and Client Service Advocate teams.
• First point of escalation for Account Support Representative on complex service issues.
• Grant access to capabilities such as Employer Portal and maintain extensive knowledge of capability access processes.
• Relieve Account/Sales Rep/AAE of account specific administrative or operational duties to allow them to focus on field activities.
• Provide administrative and operational support for external customer service issues such as resolving billing, enrollment, claims issues and submitting SNOW tickets.
• Act as liaison between Account/Sales Rep and other segment teams to resolve outstanding issues.
• Primary point of contact in sales for all operational and service issues.
• Develop relationships with consultants, brokers, customers, and clients; respond to inquiries on more complex issues.
• Assist with preparation of enrollment materials and administrative follow‑up with accounts.
• Utilize or develop tracking mechanisms/tools to monitor and identify trends; work closely with departmental management to mitigate repeat issues.
• Complete administrative/operational tasks accurately and in a timely manner, seeing all issues through to closure.
• Assist with various aspects of open enrollments such as health fairs and consultant/broker meetings as needed.
• Travel to local Consultant/Broker locations as required.
• Perform additional duties and special projects as required.

• Bachelor’s Degree in Business, Marketing or related field or equivalent work experience.
• Ability to identify trends and work to address root causes to prevent future issues.
• Ability to present/report findings, recommendations and solutions to management and external stakeholders.
• Excellent written and verbal communication skills with a customer‑focused approach.
• Comprehensive knowledge of Independence products, benefits, and internal policies and procedures preferred.
• Strong time management, organizational, and communication skills; ability to work independently on multiple tasks in a highly visible environment.
• Excellent interpersonal skills and ability to interface with multiple levels of internal and external clients.
• Proven ability to identify and resolve problems and offer resolutions.
• Detail oriented with strong follow‑up skills.
• Demonstrated ability to work in a fast‑paced, high‑pressure environment.
• Ability to work collaboratively across multiple operational areas and within segment team.
• Proficiency with Microsoft Office products including Excel, Word, and PowerPoint.
• Reliable access to transportation; position may require travel to client/consultant/broker’s office (local Philadelphia 5‑county area).
• Must have an Android or iOS device compatible with the free Microsoft Authenticator app.
• Preferred: possess an active PA State Accident & Health license.

At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up…