Director, Benefits & Client Experience – Remote

OnPay Insurance Agency, LLC; Atlanta (GA); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

4 weeks PTO + paid holidays

Medical/Dental/Vision

Short- & Long-Term Disability

Life Insurance

Fertility Benefits

Parental Leave

401(k) with company match

Job summary

OnPay is seeking a Director of Insurance Services to build and lead a specialized Benefits Support Team, delivering a seamless benefits experience for SMB clients and overseeing enrollment, compliance, and client communications.

This brand-new role will develop robust processes, set objectives, establish SLAs, and drive ongoing improvements in benefits administration, partnerships with carriers, and client satisfaction across the organization.

Qualifications

• 6–10+ years in SMB market, account management and/or consulting
• 5+ years of benefits brokerage experience
• Proven leadership in building and scaling teams for growth, managing high-value portfolios, and driving retention
• Experience with Benefits Administration systems preferred
• Bachelor's degree preferred

Responsibilities

• Set the overall vision and strategic plan for the Benefits Support Team, focusing on leading a seamless benefits experience and driving growth through process and retention improvements
• Develop robust, scalable processes and procedures to ensure timely, accurate responses to clients regarding benefits enrollment, payroll deductions, and policy changes
• Act as a liaison between the Benefits Support team, internal departments, and external insurance partners
• Ensure messaging to clients regarding benefits, compliance, and features is consistent across the organization
• Develop SLAs for benefits-related inquiries to ensure excellent customer service during high-volume periods, such as Open Enrollment
• Drive successful customer outcomes, benefit product adoption, and achieve overall positive customer experiences
• Lead, motivate, and coach a team of Benefits Support Specialists
• Utilize key metrics related to benefits administration and support to continuously improve strategies and initiatives
• Perform other duties as assigned

Skills

Account management

Consulting

Leadership

Customer relationship management

Benefits brokerage

Benefits administration systems

Education

Bachelor's degree (preferred)

Tools

Benefits Administration systems

Job description

OnPay is seeking a Director of Insurance Services to build and lead a specialized Benefits Support Team, delivering a seamless benefits experience for SMB clients and overseeing enrollment, compliance, and client communications.

This brand-new role will develop robust processes, set objectives, establish SLAs, and drive ongoing improvements in benefits administration, partnerships with carriers, and client satisfaction across the organization.