Client Advocate

Jobtailor; Connecticut; On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor seeks an experienced client-facing professional in the employee benefits space to support customers across Central and Eastern time zones. You will own intake and resolution of inquiries, coordinating with back-office teams to deliver timely solutions and reporting.

The ideal candidate has 5+ years in the group benefits industry with FMLA and paid statutory leave experience, and demonstrates excellent problem solving and communication skills. A Bachelor's degree is preferred.

Qualifications

• Understanding of contract provisions and administrative policies
• Experience in the Group Employee Benefits Industry with FMLA and Paid Statutory Leave experience
• 5+ years of client facing experience
• Excellent problem solving skills and high energy and enthusiasm
• Strong verbal and written communication skills
• Bachelor's degree preferred

Responsibilities

• Intake and resolution of customer inquiries and service requests
• Serve as the primary issue resolution owner and resolve customer problems
• Own issues from beginning to end
• Coordinate with back office areas to resolve requests
• Track activities in CRM and fulfill reporting requests
• Identify trends and drive continuous improvements
• Collaborate with claims and underwriting to identify opportunities

Skills

Client facing experience

Problem solving

Communication skills

Education

Bachelor's degree preferred

Job description

Responsibilities

• Supports clients located in Central and Eastern Standard Time Zones
• Responsible for intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests
• Acts as the primary issue resolution owner and responsible for resolving any Customer problems or issues
• Takes ownership of issues from beginning to end
• Coordinates with all necessary "back office" areas to resolve
• Organizes, oversees, manages, monitors and follows through
• Acts as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.)
• Tracks activities in CRM
• Responsible for fulfilling reporting requests from customers
• Maintains tracking and reporting
• Identifies and drives business changes / continuous improvements needed
• Looks at trends and root cause analysis and works with internal partners from claims, Underwriting, etc. to identify improvement opportunities

Requirements

• Thorough understanding of contract provisions and administrative policies and procedures
• Experience within the Group Employee Benefits Industry; with FMLA and Paid Statutory Leave experience required
• Bachelor's degree preferred
• 5+ years of client facing experience or an equivalent combination of education and experience
• Excellent problem solving skills and high energy and enthusiasm
• Strong verbal and written communication skills