Benefits Customer Success Specialist

Niural AI; New York (NY); Sur place; USD 65 000 - 85 000; Plein temps

Résumé du poste

Niural AI is seeking a Benefits Customer Success Specialist in New York. You will be the primary contact for clients on renewals, enrollment, and ongoing plan support, requiring an active state broker license and 2+ years in benefits administration or a related role.

You will manage communications, renewals, enrollments, and issue resolution with cross-functional teams. The role emphasizes organizing multiple accounts, handling escalations professionally, and maintaining thorough documentation

Qualifications

• Active health and life insurance broker license in at least one U.S. state (multi-state preferred).
• 2+ years in benefits administration, employee benefits brokerage, or related client-facing role.
• Strong knowledge of medical, dental, vision, ancillary, FSA/HSA, and 401(k) products.
• Experience managing client relationships and escalations in a professional services setting.
• Excellent communication with clients via video and phone.
• Highly organized with the ability to manage multiple accounts and workflows.

Responsabilités

• Serve as the main benefits contact for assigned clients, building trusted relationships through consistent communication and follow-through.
• Conduct scheduled video and phone meetings to review benefits processes, answer questions, and provide ongoing support.
• Lead renewal meetings presenting plan options, rates, and recommendations; ensure enrollment timelines, billing, and compliance requirements.
• Assist clients with plan selections during renewals, onboarding, and qualifying life events; troubleshoot enrollment issues and carrier concerns with internal benefits team.
• Maintain knowledge of medical, dental, vision, ancillary, FSA/HSA, and 401(k) products and processes.
• Host employee information sessions and create enrollment packets for new hires and open enrollment periods.
• Manage and triage internal ticket queues, meet SLAs, and proactively follow up to prevent delays and maintain client satisfaction.
• Document all client interactions and updates in internal systems; develop workflow documents and FAQs for the Benefits team.
• Collaborate with Sales, Implementation, and Payroll to deliver a seamless client experience.
• Own the benefits implementation process for new clients, plan configuration, enrollment system build-out, and go-live readiness.

Connaissances

Communication

Organization

Benefits administration

Client relationships

Formation

Active health and life insurance broker license (state-level)

Description du poste

About Niural

Niural is a modern global payroll platform that offers US Payroll, US PEO, Global EOR Global payroll, and Global Contractor management in a single unified platform powered by AI. Our next-gen HR and payroll platform provides a net new experience for small to large clients with its own payroll tax engine and modern payment rails. We are committed to redefining how companies operate in a new era of AI, creating truly global solutions that empower businesses to thrive in the digital economy.. We offer a collaborative, inclusive, and growth-oriented work environment.

About Niural

Niural is a modern global payroll platform that offers US Payroll, US PEO, Global EOR Global payroll, and Global Contractor management in a single unified platform powered by AI. Our next-gen HR and payroll platform provides a net new experience for small to large clients with its own payroll tax engine and modern payment rails. We are committed to redefining how companies operate in a new era of AI, creating truly global solutions that empower businesses to thrive in the digital economy.. We offer a collaborative, inclusive, and growth-oriented work environment.

Overview

The Benefits Customer Success Specialist is the primary point of contact for clients on all things benefits: renewals, enrollment, employee inquiries, and ongoing plan support. The ideal candidate is a licensed benefits broker in at least one U.S. state, highly organized, and comfortable managing both client-facing communication and internal workflows.

Key Responsibilities

• Serve as the main benefits point-of-contact for assigned clients, building trusted relationships through consistent communication and follow-through.
• Conduct scheduled video and phone meetings to review benefits processes, answer questions, and provide ongoing support.
• Lead renewal meetings presenting plan options, rates, and recommendations; ensure clients understand enrollment timelines, billing, and compliance requirements.
• Assist clients with plan selections during renewals, onboarding, and qualifying life events; troubleshoot enrollment issues, eligibility discrepancies, and carrier concerns with the internal benefits team.
• Maintain a working knowledge of medical, dental, vision, ancillary, FSA/HSA, and 401(k) products and processes.
• Host employee information sessions and create enrollment packets for new hires and open enrollment periods.
• Manage and triage internal ticket queues, consistently meeting SLAs and proactively following up to prevent delays and maintain client satisfaction.
• Document all client interactions and updates accurately in internal systems; build and maintain workflow documents and FAQs for the Benefits team.
• Collaborate cross-functionally with Sales, Implementation, and Payroll teams to deliver a seamless client experience and elevate complex issues with full context.
• Own the benefits implementation process for new clients, plan configuration, enrollment system build-out, and ensuring clients are fully operational ahead of their go-live date.

Requirements

• Active health and life insurance broker license in at least one U.S. state; multi-state licensure strongly preferred.
• 2+ years of experience in benefits administration, employee benefits brokerage, or a related client-facing role.
• Strong working knowledge of medical, dental, vision, ancillary, FSA/HSA, and 401(k) products.
• Experience managing client relationships and handling escalations in a professional services
• Excellent communication skills with experience presenting to clients via video and phone.
• Highly organized with the ability to manage multiple accounts and workflows simultaneously.

Compensation

$65k - $85k

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