COBRA Benefits Concierge: Enrollment & Support

Interactive Resources - iR; Jacksonville (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

Interactive Resources - iR in Jacksonville, FL is seeking a COBRA Customer Care Specialist to deliver exceptional service to participants, clients, and brokers while supporting accurate COBRA account administration.

You will handle inquiries about benefits, enrollment, payments, and compliance, de-escalate complex issues, and coordinate with internal teams to resolve problems while maintaining confidentiality.

The role requires strong communication, organization, and independent work habits.

Qualifications

• High school diploma or GED required.
• Associate's or college degree preferred.
• Minimum of 1 year of customer service experience required.
• Experience in benefits administration, HR, employee benefits, or COBRA strongly preferred.
• 3+ years of experience in benefits administration, HR, COBRA, or related field preferred for account-management responsibilities.
• Strong knowledge of COBRA and employee benefits preferred.

Responsibilities

• Answer incoming calls from COBRA participants and assist with questions regarding their accounts, benefits, enrollment, payments, and COBRA coverage.
• Manage assigned COBRA accounts and maintain positive relationships with clients and brokers.
• Serve as a primary point of contact for client and participant questions and provide clear guidance regarding COBRA administration and requirements.
• Review qualifying events, applicable timelines, and participant communications for accuracy.
• Ensure COBRA accounts are administered in accordance with COBRA, ERISA, and other applicable regulations.
• Respond to participant and client inquiries through email and other communication channels.
• Make outbound calls and callbacks as needed.
• Promote and educate participants on online portal and mobile app capabilities.
• Troubleshoot account and enrollment issues and coordinate with internal teams to resolve problems.
• Handle and de-escalate escalated participant and client concerns professionally and effectively.
• Coordinate with internal teams regarding processing, billing, reporting, and account administration.
• Assist with client training and provide guidance regarding COBRA processes and requirements.
• Maintain accurate and timely documentation of participant and client interactions.
• Follow all applicable privacy, security, confidentiality, and compliance requirements.
• Maintain adequate phone coverage and meet established customer service and productivity expectations.
• Work overtime as requested.
• Perform other duties as assigned by management.

Skills

Customer focus

Verbal communication

Written communication

Active listening

De-escalation

Troubleshooting

Organization

Time management

Detail orientation

Independent work

Multi-tasking

Education

High school diploma

Associate degree preferred

Tools

CRM software

Benefits systems

Job description

Interactive Resources - iR in Jacksonville, FL is seeking a COBRA Customer Care Specialist to deliver exceptional service to participants, clients, and brokers while supporting accurate COBRA account administration.

You will handle inquiries about benefits, enrollment, payments, and compliance, de-escalate complex issues, and coordinate with internal teams to resolve problems while maintaining confidentiality.

The role requires strong communication, organization, and independent work habits.