Customer Service Representative Bilingual Japanese​/English

Customer Service Representative

Location: Schaumburg, IL

Department: Employee Benefits

Reports to: Customer Service Manager

Classification: Non-Exempt

Job Description

Under the direction of the Customer Service Manager, the Customer Service Representative services a book of Employee Benefits business. The role works with Account Managers, Account Representatives, Account Executives, and Marketing Executives in handling all inside service work associated with the client's program, including routine coverage questions, claim issue solving, eligibility, preparation of formal proposals, and creation of employee benefit guides.

• Act as a liaison with insurance carriers, providers, and employees to resolve claims, billing, eligibility, and other coverage issues.
• Assist with commission tracking and invoicing.
• Prepare employee benefit booklets and open enrollment materials under the direction of the Account Manager.
• Communicate with the Account Management Team, employees, and insurance carriers to resolve benefit issues.
• Process client eligibility requests—including enrollments, terminations, and changes—using various online portals or benefits administration systems.
• Assist with census preparation for marketing or implementation purposes under the direction of the Account Manager.
• Answer employee benefits and insurance coverage questions.
• Input and maintain records of all activities in Benelinx.
• Assist in conducting client open enrollment meetings as requested.
• Participate in seminars and educational classes for development of skills and knowledge.
• Provide high‑quality work with a professional demeanor and technical accuracy.
• Perform miscellaneous duties and projects as assigned.
• Handle special projects and other miscellaneous duties as assigned by senior management.
• Follow up to complete any assigned work.
• Assist Account Managers, Assistant Account Managers, Account Executives, AVP, VP, and EVP with language assistance.
• Maintain high ethical standards in the workplace.
• Report all irregular issues and problems to sales management for solution.
• Maintain good communication with office staff members and outside contacts.
• Comply with all company policies and procedures.
• Maintain a clean and safe working area by participating in all aspects of the Company's Safety Program.

• High school diploma or general education degree (GED) and minimum two years related experience and/or training preferred.
• Proficient with MS Office Suite.
• Strong mathematical and analytical skills.
• Excellent verbal and written communication skills.
• Exceptional customer service skills.
• Ability to exercise independent judgment.
• Ability to work independently and make accurate decisions while demonstrating good judgment.
• Must obtain and maintain an active Life/Accident and Health Insurance Agent License within three months of hire.
• Maintain positive working relationships and clear communication with co‑workers, vendors, and insurance carriers.

The work environment is high‑pressure, fast‑paced, and involves significant telephone and personal disruption. The role requires handling a large number of multiple steps in complex systems with accuracy and speed.

Regularly required to talk or hear. Frequently required to use hands or fingers; handle or feel objects, tools, or controls. Occasionally required to stand, walk, sit, and reach with hands and arms. Must occasionally lift and/or move up to 25 pounds. Requires close and distance vision and ability to adjust focus. Noise level is usually low to moderate.

The company is an equal‑opportunity employer and complies with ADA regulations as applicable.

$25.00 - $28.90 per hour