COBRA Customer Service Representative

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

The COBRA Customer Care Specialist is responsible for providing exceptional service to participants, clients, and brokers while supporting the accurate administration and management of assigned COBRA accounts. This position serves as a key point of contact for questions related to COBRA benefits, account administration, qualifying events, enrollment, billing, and compliance.

The ideal candidate is customer-focused, highly organized, detail-oriented, and comfortable handling both routine inquiries and escalated issues. This role requires strong communication skills, the ability to troubleshoot and de-escalate challenging situations, and the ability to work independently with minimal oversight.

Key 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.

Required Skills & Qualifications

• Customer-focused with a strong commitment to providing a positive service experience.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving skills.
• Ability to confidently handle and de-escalate difficult or sensitive calls.
• Strong troubleshooting and critical-thinking abilities.
• Excellent organizational and time-management skills.
• High attention to detail and accuracy.
• Computer proficiency and ability to learn new systems and technology.
• Ability to work independently with minimal supervision.
• Ability to manage multiple priorities and maintain productivity in a fast-paced environment.

Education & Experience

• 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 a related field preferred for candidates handling the account-management responsibilities.
• Strong knowledge of COBRA and employee benefits preferred.

Ideal Candidate:

Reliable, self-motivated, quick-learner, and able to work independently