Client Service Specialist

Summary/Objective
The Client Service Specialist is responsible for working with the account executives to manage and support client needs, including, but not limited to, preparing open enrollment materials, providing ongoing client and employee service, and project management. The service specialist must be knowledgeable of the employee benefit industry, carriers and products, and the ACA and other legislative issues. The service specialist plays a key role to ensure the client’s requests are handled timely and professionally. The service specialist communicates frequently and directly with clients and employees to support the ongoing relationship.

Essential Functions
1. Supports the account executives and clients in the day-to-day oversight of employee benefit plans, including, but not limited to, medical, dental, vision, life, disability, long-term care, flexible spending accounts and health savings accounts.
2. Supports the employee benefit clients and employees with ongoing service needs related to continuing operation of the plans, including, but not limited to:
a. Timely and accurate preparation of client specific open enrollment kits and materials.
b. Timely and accurate processing of benefit enrollments and terminations, utilizing the preferred method of the appropriate carrier.
c. Claims service, including accurate and timely claims enrollment processing and any necessary outreach requested on behalf of the client, employee or carrier.
3. Manages client benefit plans in an online benefit administration system for employee enrollment and record-keeping purposes, including, but not limited to:
a. Entering new hires, qualified life events, terminations, etc.; monitoring the enrollment process, and sending reminders to employees and the client when needed.
b. Assisting employees with enrollment questions.
c. Running applicable reports as needed, including, but not limited to, new hire progress, open enrollment progress, post-open enrollment changes, and open enrollment summaries.
d. Daily monitoring of new events to be processed and notating the event has been completed once processed accordingly.
4. Builds and maintains strong relationships with client contacts and carrier representatives.
5. Develops and maintains a working knowledge of employee benefit regulations such as ERISA, COBRA, Section 125, FMLA and ACA in order to provide sound guidance on these issues.
6. Prepares and updates legal documents for employee benefit clients, including, but not limited to, Summary Plan Description, Section 125, and Summary of Material Modification.
7. Understands and abides by HIPPA compliance guidelines.
8. Participates in special projects and seeks additional responsibilities.
Client Service Specialist Job Description Continued
9. Serves as backup on the phones for the Office Administrator as requested.
10. Performs other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Desired Skills and Experience
1. At least one (1) years of experience in the group employee benefit industry with emphasis in group medical preferred, or, Human Resources experience including some benefit emphasis.
2. Proficiency in Microsoft Excel, PowerPoint and Word required.
3. Technical capability to learn to navigate and operate various carrier websites and computer software programs within 90 days of hire.
4. Basic mathematical skills and the ability to perform rudimentary calculations when needed.
5. A desire to serve clients with high quality work, professionalism, and integrity.
6. Ability to work independently, manage personal workflow, and take responsibility for deadlines and project requirements.
7. Desire to work in an environment that encourages creativity and an entrepreneurial spirit.
8. Strong written and verbal communication skills necessary to clearly prepare and explain information of varying complexities for various audiences.
9. Must demonstrate accuracy and monitor work to ensure quality.
10. High attention to detail must be maintained.
11. Proven ability to work effectively in a team environment with a variety of associates, with a willingness to assist team members with projects as needed.
12. Must have the ability to multi-task and track a large number of open issues through to completion by coordinating the necessary resources and prioritizing tasks.
13. Ethical conduct with the ability to maintain confidentiality in daily operations.
14. Presents a professional appearance and demeanor at all times.
Work Environment
This job primarily operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
While performing the duties of this job, the employee is regularly required to listen to, understand and effectively communicate information in English. The employee is frequently required to sit, stand, walk, type with a keyboard, climb stairs, and balance. The employee must have adequate visual acuity to perform all essential duties and responsibilities. The employee may occasionally lift or move up to 25 pounds.

Expected Hours of Work
This position generally works 40 hours per week. Days and hours of work are normal business hours as agreed upon by your supervisor, Monday through Friday. Occasional evening and weekend work may be required as job duties demand.
Travel
Travel is minimal, and primarily local during the business day, as needed.