Client Advocate - Group Insurance (In Office)

NFP; Wayne (PA); On-site; USD 60,000 - 70,000; Full time

Job summary

An established industry player is seeking a Client Advocate to join their dynamic team. In this role, you will be the key point of contact for clients, addressing their inquiries and resolving issues related to employee benefits. Your skills in customer service and problem-solving will shine as you help clients navigate complex information and ensure their needs are met. This forward-thinking organization values its employees and fosters a culture of support and growth. If you're passionate about helping others and want to be part of a collaborative environment, this opportunity is perfect for you.

Benefits

Competitive Salary

Paid Time Off

401(k) with Match

Health & Wellness Programs

Exclusive Discount Programs

Qualifications

• 2+ years of customer service experience in employee benefits.
• Ability to translate complex healthcare jargon into simple instructions.

Responsibilities

• Respond to and resolve customer service inquiries regarding benefits.
• Build client relationships and maintain client database.

Skills

Customer Service

Problem Solving

Conflict Management

Communication Skills

Education

Life and Health License

Job description

Who We Are

NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. 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: NFP.com.

Summary: As a Client Advocate, you will be a member of our client-facing teams responsible for responding and resolving client/employee needs on a variety of topics.

Your responsibilities:

• Respond to and resolve customer service inquiries and issues by identifying the topic and type of assistance the client needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
• Help guide and educate clients and their employees about the fundamentals and benefits of their lines of coverage.
• Intervene with care providers (doctor's offices) on behalf of the customer to assist with resolving claims and billing discrepancies.
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
• Meet the performance goals established for the position in the areas of efficiency, quality and customer satisfaction.
• Process member administration requests within carrier databases.
• Research resources the vendor has available for the client to utilize such as wellness initiatives.
• Ensure client remains compliant with federal and state laws.
• Build client relationships.
• Maintain client database.
• Perform general administrative duties.

Required Experience/Characteristics:

• Minimum 2 years of experience with customer service in the employee benefits field.
• Demonstrate ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member or client.
• Proficient problem-solving approach to quickly assess current state and formulate recommendations.
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon.
• Flexibility to customize approach to meet all types of member communication styles and personalities.
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience.

Desired Licenses and/or Certifications:

• Life and Health license.

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 $60,000.00 – $70,000.00. 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!

NFP is an inclusive Equal Employment Opportunity employer.