Client Account Representative I

Employee Benefits Corporation; Wisconsin; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Flexible work options

Employee ownership

Job summary

Employee Benefits Corporation is hiring a Client Account Representative I. You will be the primary contact for clients and brokers, resolving inquiries via phone and email while maintaining CRM data and ensuring smooth data exchanges.

The role requires a strong customer focus, two years in a client-facing role, and the ability to navigate company systems. Remote work from Wisconsin is possible, with on-site options in Middleton, WI.

Qualifications

• Associate degree in Business or related field; may be substituted by two years related experience.
• Two years' experience in a customer-centric role.
• Ability to stay calm with challenging clients and communicate clearly.
• Experience guiding customers through troubleshooting and navigating company systems.
• Ability to maintain accurate CRM data and manage tasks efficiently.

Responsibilities

• Serve as primary point of contact for clients and brokers.
• Establish rapport and deliver high-quality client interactions.
• Resolve client inquiries and service issues professionally.
• Maintain up-to-date product and regulation knowledge.
• Collaborate with resources to ensure accurate data exchange and issue resolution.
• Document customer interactions in the CRM and monitor the Help Desk inbox.

Skills

Customer service

Communication

De-escalation

Problem solving

Organization

Multitasking

Team collaboration

Independent work

Education

Associate degree in Business or related field

Bachelor degree

Tools

CRM system

Microsoft Outlook

Microsoft Word

Microsoft Excel

Windows applications

Job description

About the Role

Employee Benefits Corporation is hiring for a Client Account Representative I. The Client Account Representative I, along with their team, acts as the primary point of contact for Employee Benefits Corporation's clients across all products and services by resolving basic client inquiries via telephone and email.

Location & Schedule

This person may work in our Middleton, WI office, fully remote from their home office (Wisconsin only), or a combination of the two depending on availability. Please note that this person must work either 8am-5pm or 10/10:30am-7/7:30pm.

Who We Are

Employee Benefits Corporation (EBC) is a trusted, national third-party administrator with decades of experience delivering consumer-driven benefit solutions. We combine deep industry expertise and exemplary service with a bold vision for the future-where technology is thoughtfully applied to enable an intuitive user experience and elevate how consumers engage with their benefits.

What You’ll Do

• Serve as primary point of contact and organization resource for assigned clients and various brokers
• Establish rapport and trust with all clients, ensuring a high quality and meaningful experience is delivered with every interaction
• Facilitate resolution of service issues of specific clients in a professional manner utilizing interpersonal skills including diplomacy, tact and a concern for the client’s needs
• Obtain and maintain current and ongoing product and regulation related knowledge at a level of proficiency to resolve client requests and inquiries
• Collaborate and engage with organizational resources to ensure accurate and effective client data exchange, issue resolution and service
• Maintain and proactively manage CRM database, documenting each customer interaction and action item in a timely, compliant manner and in adherence with department standards
• Monitor departmental email Help Desk inbox, delegating and assigning tasks and work accordingly, utilizing discretion and independent judgement

What You’ll Bring

• Associate degree in Business or related field; may be substituted by two years directly related experience
• Two years' experience in a customer-centric role
• Ability to remain calm when dealing with challenging clients
• Ability to articulate relevant information in an organized and concise manner
• Demonstrated experience de-escalating client issues
• Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
• Strong attention to detail and critical thinking skills to help manage difficult situations
• Demonstrated effective listening, verbal and written communication skills , utilizing proper grammar, syntax and excellent business acumen
• Demonstrated ability to develop, maintain and foster relationships at all levels of the organization
• Successful experience coordinating activities and tasks of a variety of resources towards a specific business goal
• Strong organizational and time management skills with proven ability to multitask in a high paced environment
• Self-motivated and able to resolve issues independently
• Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
• Basic proficiency with Microsoft Outlook, Word and Excel

Ideally You May Also Have

• Bachelor degree
• Experience working with a Customer Relationship Management system (CRM)
• Knowledge of COBRA and tax advantaged benefit programs
• Previous customer service experience in Benefits Administration, working with insurance brokers and/or carriers, or in the health insurance industry

Why EBC

• A welcoming, collaborative team culture where every voice matters
• Competitive pay and comprehensive benefits, including employee ownership
• A culture built on clarity, empathy, and continuous improvement
• Continuous learning and career development to help you grow as we invest in future-ready solutions and seamless user experiences
• Flexible work options designed to support a healthy work-life balance