Customer Support Specialist

Aon plc; Providence (RI); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

401(k) with match

PTO & paid holidays

Health & wellness programs

Exclusive discount programs

Job summary

NFP, an Aon company, seeks a Customer Support Representative to partner with the Outside Sales Team and help achieve business objectives. The role handles enrollment processes, customer inquiries, and administrative tasks in a dynamic, people-first environment.

The selected candidate will travel to the office full-time for the first six months, then work in a hybrid model. Strong communication and customer service skills are essential.

Qualifications

• High school diploma required; Bachelor's degree preferred or equivalent work experience.
• Proven administrative and customer service experience.
• Familiarity with insurance and employee benefits is a plus.
• CRM systems experience; Salesforce a plus.
• Bilingual preferred.

Responsibilities

• Field incoming calls regarding health insurance, benefits, billing, and general questions.
• Conduct outbound calls to clients as needed.
• Assist callers with enrollment portals and billing systems; troubleshoot accounts across carrier systems.
• Respond quickly and accurately to inquiries, providing product and process knowledge.
• Advise customers on policy and benefits across multi-carrier plans.

Skills

Excellent communication

Customer service

Multitasking

MS Office (Word, Excel, Outlook)

Bilingual preferred

Education

High school diploma

Bachelor's degree preferred or equivalent experience

Tools

Salesforce

CRM systems

Microsoft Office

Job description

Who We Are:

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

Summary of the Role:

The Customer Support Representative partners with our Outside Sales Team to achieve business objectives and revenue goals. This position will be responsible for assisting in any and all activities as they relate to the sales and enrollment process, as well as handling a wide variety of requests from both customers and sales team members. Duties will also include a wide variety of administrative and account maintenance functions.

The selected will be required to travel to the office on a full-time basis for the first six months. After training, the work model will be hybrid.

Essential Duties and Responsibilities:

• Field incoming calls regarding health insurance and benefits, billing services, and general questions or concerns.
• Conduct outbound calls to clients as needed in support of business activities.
• Assist callers with maneuvering through online enrollment portals and billing systems and troubleshoot accounts across multiple carrier systems.
• Respond quickly and accurately to customer inquiries, demonstrating expertise and knowledge of products and processes. Facilitate customer concerns when appropriate.
• Advise customers regarding policy and provide benefit information across multi-carrier health insurance plans.
• Partner with other department representatives to resolve complex customer service inquiries.
• Monitor delegated customer service issues to ensure timely and accurate resolution.
• Navigate a computerized data entry system and other relevant applications.
• Maintain timely, accurate documentation for all appropriate transactions.
• Consistently meet established productivity, schedule adherence, and quality standards.
• Additional duties as assigned.
• undefined

Knowledge, Skills, and/or Abilities:

• Excellent communication and interpersonal skills; professional and effective oral and written skills.
• Exceptional customer service skills, understands and delivers exemplary service both internally and externally at all times.
• Ability to work well within all levels of an organization; always maintains a professional demeanor.
• Ability to effectively multitask and possess excellent attention to detail and accuracy with exceptional follow-up skills.
• Proven track record of dependability/reliability with an exemplary attendance record.
• Proficient in Microsoft Office, including Word, Excel & Outlook.

Education and/or Experience:

• High school diploma required
• Bachelor's degree preferred or equivalent related work experience
• Proven administrative and customer service experience
• Familiarity with insurance and employee benefits is a plus
• Familiarity with CRM systems and practices, experience with Salesforce is a plus
• Bilingual preferred

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, when all is said and done, we exist to be there for others. The base salary range for this position is $50,000 to $55,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be resolved on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.