Customer Service Representative 1 (Remote)

PDCM Insurance Inc.; Fairfax (VA); Remote; USD 35,000 - 50,000; Full time

Job summary

A leading insurance services firm seeks a Customer Service Representative to manage client inquiries, support claims, and ensure a seamless experience. This remote role involves collaborating with various divisions to enhance client satisfaction and compliance. Ideal candidates will have strong communication skills and a commitment to client service.

Benefits

Medical, Dental, and Vision Benefits

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Company paid Short-Term Disability

401(k) with employer match

Qualifications

• 0 to 3 years of previous industry experience in customer support or account management.
• Virginia Life and Health Insurance License (can be obtained after hire).

Responsibilities

• Build and maintain strong relationships with clients.
• Support clients in resolving concerns related to claims and billing.

Skills

Communication

Critical Thinking

Attention to Detail

Education

High School Diploma/GED

Associate or Bachelor’s Degree in Business Administration

Tools

CRM Systems

Microsoft Office Suite

Job description

Customer Service Representative 1 (Remote)

About BBG, A Division of Patriot Growth Insurance Services: For nearly 30 years, Business Benefits Group has remained a recognized leader in employee benefits, HR consulting, and business insurance. We have supported thousands of businesses across many industries to help to meet their goals and achieve more as a business. We remain a benefits-centric agency, bringing the tools, resources, and solutions that employers should expect to address new challenges with rising health care costs, regulatory issues, and advancements in technology. Our team of trusted advisors help to lead our clients through these challenges, and more – while also setting a high bar for our industry as a thought leader within the industry.

Position Overview: The Client Service Specialist I plays a pivotal role in ensuring that BBG’s clients receive timely and accurate assistance with their claims, billing, and benefit-related inquiries. This position collaborates with all agency employees to facilitate a smooth renewal process and maintains effective communication with carrier representatives. The Client Service Specialist I is responsible for managing client inquiries, with guidance from their supervisor as needed, updating the client management portal, and providing support to other divisions as needed.

Work Arrangement: This is a full-time, remote position reporting to our office located in Fairfax, VA.

Professional Responsibilities:

• Build and maintain strong relationships with clients, understanding their needs and preferences. Maintain positive client relationship by delivering exceptional service.
• Support and engage clients in resolving concerns related to claims, billing, and benefit questions promptly and accurately. Researches and addresses any issues that arise, ensuring clients feel supported and satisfied with our services.
• Manage clients exclusively designated by the Benefits Consultant.
• Anticipate all client needs and offer proactive assistance. Attempt to stay ahead of potential issues, providing preemptive solutions and recommendations to all other BBG divisions.
• Collaborate closely with all other divisions at BBG to ensure the renewal process runs smoothly. Provide assistance as needed during the renewal process, contributing to the overall success of the team.
• Communicate effectively with carriers and clients to address client concerns and ensure a seamless client experience via phone, email, and other channels.
• Foster and deepen productive relationships with carrier representatives.
• Respond to all inquiries, both from clients and fellow agency employees, in a timely and accurate manner. Ensure that all communication is clear, concise, and helpful.
• Update the client management portal in a timely manner, ensuring that all client information is accurate and up to date.
• Attend team meetings to stay informed about carrier and agency operations and collaborate on strategies to enhance client service offerings. Facilitate Open Enrollment eligibility changes and other team initiatives, as required.
• Ensure compliance with regulatory requirements and company policies in all client interactions. Participate in ongoing training programs to enhance product knowledge, Federal and State compliance mandates, and changing regulations affecting client service.
• Advises clients on all federal and state compliance mandates and changing regulations, when applicable.
• Support the enrollment and terms division with backlog and other tasks as requested on an as-needed basis. Contribute to the team’s efficiency by providing support during peak periods.
• Update and maintain accurate client point of contact details and group addresses with carriers and in the internal client database.
• Assist clients in obtaining necessary access to applicable carriers’ platforms.
• Notify and liaise with relevant internal divisions or departments regarding client-related updates and changes in carrier information.

Qualifications and Requirements:

• 0 to 3 years of previous industry experience in a customer support or account management position (Required)
• High School Diploma/GED (Required)
• Virginia Life and Health Insurance License (can be obtained after hire)
• Experience in the employee benefits industry (Preferred)
• Associate or Bachelor’s Degree in Business Administration or a related field (Preferred)
• Possess an understanding of employee benefits programs, including knowledge of various benefit types, compliance with relevant regulations, and awareness of emerging trends and best practices.
• Provide empathetic and supportive assistance to clients and employees by being responsive to client needs and proactively seeking opportunities to enhance the client experience.
• Excellent written and verbal communication skills to effectively convey information clearly and transparently.
• Strong critical thinking skills to analyze complex scenarios and develop solutions for clients.
• Display a high level of attention to detail when entering data and reviewing documents to avoid errors and ensure data integrity.
• Familiarity and proficiency in using relevant software applications, including Customer Relationship Management (CRM) systems, Microsoft Office Suite, and other tools used for client management and communication.
• Detailed-oriented and organized with excellent project management abilities.
• Commitment to staying updated on industry trends, regulations, and best practices through attending training programs, earning relevant certifications, and participating in industry conferences or webinars.
• Adhere to ethical standards and maintain confidentiality when handling sensitive employee and client information.

About Patriot Growth Insurance Services: Founded in 2019, Patriot is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2023 Inc. 5000 list of fastest-growing companies. With more than 2,100 employees operating in over 160 locations across 48 states, Patriot's collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.

Patriot offers the opportunity to be a part of a fast-growing company since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide continual learning and enhanced career opportunities for our dedicated, professional team.

In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:

• Medical, Dental, and Vision Benefits Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company paid Employee Assistance Program
• Paid holidays
• Personalized PTO
• 401(k) with employer match

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy located on our website at www.patriotgis.com .