Client Experience Group Lead

Brown & Brown, Inc.; Dallas (TX); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401k / Retirement plan

Tuition reimbursement

Student loan assistance

Mental health resources

Paid time off and holidays

Job summary

Brown & Brown, Inc. (old) is seeking a detail-oriented teammate to support student data, enrollment and waivers. You will collaborate with universities, handle inquiries, process payments, and maintain accurate records while upholding confidentiality.

The role requires strong Excel and Office proficiency, solid communication, and a service-minded approach in a hybrid environment with 3 days in the Grapevine, TX office. Prior insurance experience is a plus.

Qualifications

• Bachelor's degree preferred.
• Previous customer service and data entry experience preferred.
• Advanced MS Excel training.
• PC proficiency to include Microsoft Word, Excel, PowerPoint and Outlook.
• Strong written and oral communication skills.
• Sound problem solving skills.
• Accounting or health insurance experience a plus.

Responsibilities

• Ensure all incoming service tasks are accurately assigned and completed in a timely manner.
• Mentor and train team on service-level tasks and activities, as needed.
• Assist internal teams and universities with student data, status changes and enrollment questions.
• Answer waivers, eligibility and enrollment questions and support emails.
• Monitor and complete group service ticket queue.
• Process daily deposits and reconcile payments from universities.
• Assist carriers and TPAs with questions on dates and coverage periods.
• Maintain confidentiality and comply with HIPAA and corporate policies.

Skills

Customer service

Data entry

Advanced MS Excel

Communication skills

Problem solving

Education

Bachelor's degree preferred

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

POSITION SUMMARY

This position is responsible for participating in the development and implementation of strategic system set-up concepts, processes, and solutions to ensure the efficiency, effectiveness, and reliability of products and services. Directly corresponds with schools and carriers as a company representative to ensure tasks and processes are being performed and are meeting client and partner expectations. Ensures all functions regarding set-up, waivers, eligibility, enrollment and customer care are completed within assigned group. This includes responsibility for processing new data or changes into the various systems, answering waivers, eligibility and enrollment questions or verifying status, and reconciliation of discrepancies. This position will be reporting to our Grapevine, TX office, hybrid 3 days in office.

ESSENTIAL FUNCTIONS

• Ensure all incoming services tasks (as assigned to group) are accurately assigned and completed in a timely manner.
• Mentor and train team on various service-level tasks and activities, as needed.
• Assist internal team and the universities for adding students, deleting students, making any status changes, etc.
• Assist internal team and the students regarding waivers, eligibility and enrollment questions, changes, support e-mails, refunds, etc.
• Group service ticket queue monitoring, tracking and completing (tickets within queue).
• Emergency adds of students who were left off original file, not been sent to us yet, etc.
• Renewal Letters.
• Processing and reconciling of payments received from the universities.
• Assist the carriers and TPA's with questions, such as dates and coverage periods.
• Reconciling of Invoices and Discrepancy reports.
• Assist accountant with monthly payments that are sent to carriers and schools.
• Assist with daily deposits.
• Work on pending records.
• Maintain a good working relationship with schools and students alike.
• Communicate and interact effectively and professionally with co-workers, management, customers, etc.
• Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
• Maintain complete confidentiality of company business.
• Maintain communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.

JOB REQUIREMENTS

• Bachelor's Degree preferred
• Previous customer service and data entry experience preferred
• Advanced MS Excel training
• PC proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook
• Strong written and oral communication skills
• Sound problem solving skills
• Accounting or health insurance experience a plus

TEAMMATE BENEFITS & TOTAL WELL-BEING

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits.

Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, "The Power to Be Yourself". We think of ourselves as a team, so we have teammates - not employees. We strive to attract people who are competitive, driven, and disciplined. Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Founded in 1939 as a small, two-partner firm, Brown & Brown (NYSE: BRO) and our team of companies have grown into one of the world's largest insurance brokerages while staying true to our foundation of trust, resilience, and delivering results. With a team that is as connected locally as it is globally, our high-performing, highly collaborative team delivers innovative risk and insurance solutions. We look for individuals who embrace our culture, thrive in a collaborative environment, are driven to grow and succeed, and are committed to always doing what is right. With a unique culture built on integrity, superior capabilities and grit, we value teamwork, trust and courage. We think of ourselves as a team, so we have teammates - not employees, and leaders - not managers. Everything we do is about the greater "WE" - never "me". While diverse in abilities and experience, we are all connected through our core values, a commitment to our local communities and a shared mission - always doing what is best for our customers.