Customer Service Associate

Location: Remote;
May be occasional Hybrid in Salt Lake City, UT area

Department: ICHRA

Reports To: ICHRA Team Lead

Position Summary

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365 is seeking a Customer Service Associate (CSA) to support our growing ICHRA and individual benefits operations team. This role is ideal for someone who is organized, detail-oriented, customer-focused, and comfortable helping members, employers, carriers, and internal teams resolve enrollment, payment, documentation, and coverage-related issues.

The CSA serves as an operational support partner to Enrollment Agents and Client Service Managers by helping manage premium payments, autopay setup, documentation collection, case follow‑up, system updates, and administrative workflows. This position plays a critical role in keeping member coverage active, reducing preventable terminations, and creating a smooth service experience.

Key Responsibilities

• Support enrollment and client service teams with administrative, member service, and operational tasks.
• Assist with binder payment processing, premium payment follow‑up, and autopay setup and verification.
• Investigate and help resolve payment, billing, enrollment, and coverage issues.
• Gather, review, organize, and submit required SEP, enrollment, and policy maintenance documentation.
• Contact members, employees, HR teams, carriers, and third‑party administrators to obtain missing information and move open items forward.
• Update and maintain accurate records, case notes, account activity, and documentation in Salesforce and other operational systems.
• Track open cases, outstanding documentation, payment issues, autopay status, and carrier follow‑ups through completion.
• Assist members with carrier portal access, autopay set up, payment options, and account maintenance needs.
• Support carrier troubleshooting and elevate complex issues to leadership, carrier partners, or vendors when appropriate.
• Assist with policy audits, quality checks, enrollment verification, and coverage maintenance activities.
• Provide general operational support during Open Enrollment, onboarding periods, and other peak workload times.
• Follow established workflows and service standards to ensure timely, accurate, and compliant member support.

What Success Looks Like

• Member documentation is complete, accurate, and submitted on time.
• Open cases, payment issues, and documentation requests continue moving without unnecessary delays.
• Administrative and coverage issues are identified early, tracked carefully, and resolved proactively.
• Salesforce records, case notes, payment details, and account documentation are kept current and reliable.
• Members receive clear, timely support with payments, autopay, documentation, and coverage questions.
• The enrollment team has reduced administrative burden because routine follow‑up and account maintenance tasks are handled consistently.

Qualifications

• Strong customer service and communication skills, including the ability to communicate clearly by phone, email, and text.
• Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast‑paced environment.
• Comfortable working with technology, learning new systems, and navigating carrier portals, CRM tools, and enrollment platforms.
• Comfort working in systems‑heavy environments and using shared trackers, CRM tools, or case‑management platforms.
• Strong written and verbal communication skills.
• Ability to analyze information, solve problems independently, follow up consistently, and elevate when appropriate.
• Experience in health insurance, employee benefits, ACA, ICHRA, individual health insurance, or related service operations is preferred but not required.
• Salesforce experience is preferred; health insurance licensing is a…