Client Account Representative II

MedStar Health; Milwaukee (WI); Hybrid; USD 45,000 - 60,000; Full time

Job summary

A leading health benefits organization seeks a Client Account Representative II to be the primary point of contact for clients and brokers. This role requires effective communication and problem-solving skills to manage and resolve inquiries while providing a high-quality experience. The ideal candidate should have strong customer service experience in the healthcare sector and be adaptable to work remotely or onsite as needed. We offer a competitive compensation package with opportunities for professional growth and a collaborative team environment.

Benefits

Competitive compensation and benefits package

Opportunities for personal and professional growth

Flexible scheduling for work-life balance

Qualifications

• Three years' experience in a customer-centric role is required.
• Proficiency in Microsoft Office suite is important.
• Self-motivated with critical thinking skills necessary for issue resolution.

Responsibilities

• Act as the primary contact for assigned clients and brokers.
• Resolve client inquiries and service issues promptly.
• Provide information and support regarding service offerings.

Skills

Effective listening

Verbal communication

Written communication

Attention to detail

Critical thinking

De-escalation skills

Organizational skills

Time management

Education

Associate degree in Business or related field

Bachelor degree (preferred)

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Customer Relationship Management (CRM) system

Job description

Position Summary:

Employee Benefits Corporation is hiring for aClient Account Representative II. The Client Account Representative II is the primary point of contact for a specific set of Employee Benefits Corporation's clients across all products and services and various brokers. This position utilizes internal resources to resolve various client inquiries, including moderately complex issues, via telephone and email. The Client Account Representative II is responsible for managing all customer contact to ensure timely resolution to inquiries and issues.

This person may work in our Middleton, WI office, fully remote (Wisconsin locations only), or a combination of the two depending on availability. Must be available for one day of onsite training and onboarding in person at our Middleton, WI office.

Responsibilities:

• 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
• Obtain information from multiple systems and relay to clients and brokers in a seamless manner
• 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
• De-escalate situations involving dissatisfied clients and brokers, offering patient assistance and support
• Obtain and maintain current and ongoing product and regulation related knowledge at a level of proficiency to resolve complex client requests and inquiries
• Collaborate and engage with organizational resources to ensure accurate and effective client data exchange, issue resolution and service
• Respond to incoming inquiries and tasks from other departments in a timely, customer centric and professional manner

Required Qualifications:

• Associate degree in Business or related field; may be substituted by two years directly related experience
• Three years' experience in a customer-centric role
• Experience providing customer service for a variety of products in the health care industry
• Demonstrated subject matter expertise in Employee Benefits Corporation's product offerings or equivalent experience in the health care industry
• Demonstrated effective listening, verbal and written communication skills, utilizing proper grammar, syntax and excellent business acumen
• Ability to articulate relevant information in an organized and concise manner
• Ability to remain calm when dealing with challenging clients
• Demonstrated experience de-escalating client issues
• Strong attention to detail and critical thinking skills to help manage difficult situations
• Demonstrated ability to develop, maintain and foster relationships at all levels of the organization
• Demonstrated ability to maintain a positive, empathetic and professional attitude internally and externally
• 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
• Demonstrated ability to guide clients through troubleshooting and navigating various company systems and the mobile application
• Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
• Intermediate proficiency with Microsoft Outlook, Word and Excel
• Previous experience working with a Customer Relationship Management system (CRM)

Preferred Qualifications:

• Bachelor degree

We offer:

• A friendly, collaborative team environment
• A competitive compensation and benefits package that includes employee-ownership
• Opportunities for personal and professional growth
• Flexible scheduling to encourage and support a healthy work-life balance

More About Us:

Employee Benefits Corporation administers a variety of employee benefits, from IRS-approved, tax-advantaged plans to COBRA and state-regulated continuation administration through informative education materials, dedicated reporting, creative plan design and expert customer support. We work with benefit brokers and consultants, employers and HR administrators, and benefit plan participants to offer top-notch workplace benefits and customer service. As a 100% employee-owned company, we are committed to using our experience, knowledge, creativity and technology to ensure our customers' satisfaction with their plans and with our services. ?

Employee Benefits Corporation is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Our affirmative action program is available to any applicant or employee upon request.

If you need an accommodation as part of the employment process, please contact Human Resources via email at [e-mail] or via phone at [phone].

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