Client Experience Group Lead

Brown & Brown Insurance; United States; Remote; USD 58,000 - 62,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Tuition reimbursement

Paid time off

Holidays

Employee discounts

Job summary

Brown & Brown Insurance is seeking a detail-oriented professional to support enrollment, waivers, and eligibility processes. You will manage data changes across systems, respond to enrollment inquiries, and help ensure accurate, timely data flow between schools, carriers, and internal teams.

The role emphasizes customer service excellence, strong communication, and the ability to handle sensitive information in a HIPAA-compliant environment.

Qualifications

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

Responsibilities

• Ensure all incoming services tasks are assigned and completed accurately and timely.
• Mentor and train team on service-level tasks as needed.
• Assist universities and students with adding/deleting records and status changes.
• Handle waivers, eligibility and enrollment questions and changes.
• Monitor and complete the group service ticket queue.

Skills

Customer service

Data entry

Written communication

Verbal communication

Problem solving

Education

Bachelor's degree preferred

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Microsoft 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.

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 TPAs 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

Pay Range

28.00 - 29.00 Hourly

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

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".