COBRA Support Specialist (remote)

National Financial Partners Corp.; Northampton; Remote; GBP 30,000 - 38,000; Full time

Job summary

A leading financial services provider is seeking a COBRA Support Specialist to assist clients, brokers, and participants remotely. You will provide customer support regarding COBRA regulations, ensuring a positive experience. The ideal candidate will have COBRA administration experience, strong problem-solving skills, and a passion for customer service. This full-time position offers a competitive salary and benefits.

Benefits

PTO & paid holidays

401(k) with match

Health & wellness programs

Qualifications

• 6-12 months of direct COBRA Administration experience required.
• Experience with Direct Billing preferred.
• Must manage sensitive, confidential issues effectively.

Responsibilities

• Support and service COBRA & Direct Billing participants.
• Provide assistance to clients, brokers, and participants.
• Ensure compliance with federal COBRA regulations.

Skills

Direct COBRA Administration experience

Customer Support

Proficient PC Skills

Problem-solving

Tools

Microsoft Office

WealthCare COBRA Platform

RingCentral

Job description

Northampton - Riverside
Northampton, MA 01061, USA

Description

Who We Are: 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. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

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. Over the course of the past 30 years we have grown considerably and we are looking to grow our team even further. We are transforming the benefits administration industry with empowering technology and a world class customer service experience. Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures.

Every employee at ABG maintains a laser focus to exceed client expectations every day. Our people are what make us successful and we are looking for qualified candidates to join our team as a COBRA Support Specialist. The COBRA Support Specialist plays a key role as the first point of contact with ABG for many of our clients, brokers and participants.

Summary:

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. This position is perfect for you if you enjoy helping others. We’re looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer‑centric team successful.

This is a full-time opportunity working a fully remote schedule. The work schedule is M-F from 8:30am-5pm (EST preferred).

Essential Duties and Responsibilities:

Customer Support

• Log in at their assigned phone shift and maintain available status outside of breaks and lunches.
• Promptly answer incoming calls and e‑mails to provide support to clients, brokers, and participants.
• Accurately and confidently explain COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage.
• Assist clients, brokers and participants with navigating the COBRA & Direct Billing Portal and Mobile App.
• Remain familiar with reporting functionality and assist clients and brokers with running and interpreting reports in the COBRA & Direct Billing Portal.
• Document all interactions in the phone system & COBRA & Direct Billing Portal immediately after calls & emails.
• Keep organized notes of calls requiring follow‑up and take ownership until resolution is reached.
• Maintain a strong working knowledge of COBRA and stay current with law and regulation changes.
• Confidently handle complex issues and collaborate with other team members to reach the best resolution.
• Tactfully address sensitive participant matters.
• Document urgent reinstatement requests according to department procedure and timely follow up on requests until completed.
• Consistently follow through and follow up on requests until resolved.
• Take initiative to use available resources to problem‑solve and elevate when appropriate.
• Appropriately redirect calls and e‑mails to other departments as needed.
• Assume other duties as assigned by Manager.
• Ensure privacy by following all security and HIPAA guidelines.

Processing Changes

• Timely process requests from participants according to department procedures in the COBRA & Direct Billing Portal, including COBRA elections, removing dependents, dropping coverage, and life events.
• Timely process requests from clients and brokers according to department procedures in the WEX Health COBRA, including contact changes, adding/removing subsidies, and reporting requests.
• Make good use of available templates and resources to efficiently handle incoming requests.
• Engage productively with other team members to encourage and maintain an up building environment.
• Demonstrate ability to work effectively with various individuals and multi‑task.
• Make decisions utilizing sound judgment.
• Assume other duties as assigned by Manager.

Some of the core behaviors our ideal candidate will demonstrate are:

• Communicating complex issues clearly and simply.
• Proactive follow‑up.
• Delivering legendary customer service.
• Relentless about improvement.

The core competencies of this position are:

• Customer Support.
• Membership Changes.

CORE VALUES

ABG is passionate about maintaining a strong team environment that allows us to have a supportive internal community of support and achievement. Some of our non‑negotiable core values are:

• Display a positive attitude.
• Team‑player.
• Flexible and adaptable.
• Problem‑solver.
• Takes ownership & pride in assigned tasks.

Qualifications and Experience

• 6‑12 months of direct COBRA Administration experience.
• Experience with Direct Billing preferred.
• Experience with WealthCare COBRA Platform strongly preferred.
• Experience with RingCentral preferred.
• Track record as an enthusiastic team player with proven ability to prioritize, multi‑task.
• A passion to make customers and coworkers feel important and valued.
• Must be able to cope in a fast‑paced environment managing sensitive, confidential issues.
• Proficient PC Skills including Microsoft Suite (Microsoft Office, Excel, Outlook, SharePoint, Teams).

Preferred Skills – Not a requirement

What We Offer: We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $40,000.00 – $50,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case‑by‑case basis. In addition to the base salary, this position may be eligible for performance‑based incentives.

NFP and You... Better Together!

ABFP is an inclusive Equal Employment Opportunity employer.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.