Job Description

This role provides a seamless experience for our broker customers from sales to service delivery. You will be the single point of contact for assigned broker firms to resolve any open service needs and deliver superlative, personalized care. You will ensure a high level of customer satisfaction and exceed expectations by providing quality information and superior customer service for a defined scope of issues and post enrollment inquires. This is a hybrid role so successful candidates must currently live in the greater Livingston, NJ area and have strong employee health insurance experience .

Our employees work a hybrid schedule (in office 1 day/week). On the days we are not in the office, our teams are able to collaborate using video and screen sharing technology which means you'll feel like you’re part of the team while also enjoying the convenience of working from home.

At CRC Benefits (formerly BenefitMall), an industry leading provider of benefits services, we believe that it takes great employees to build a resilient organization. Our culture is based on corporate values that focus on inclusion, trust, collaboration, and innovation to help us build a bright future. As a result of listening to our employees, we recently earned a Top Workplaces USA award three years in a row based solely on employee feedback and insight! If you want to work for a company where employees are valued and growth is encouraged, CRC Benefits could be the place.

KEY RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• You will be the person our customers will rely on, to help them with any concerns or support needs relating to their book of business with CRC Benefits.
• Provide quality information and accurate solutions for a defined scope of customer issues via telephone and email correspondence.
• Identify and correspond with relevant departments within CRC Benefits.
• Determines when customer issues need to be escalated and uses appropriate channels to timely resolution.
• Proactively keep customers updated on status and outcome of ongoing support case; including if any necessary additional information may be required from the customer.
• Provides quality customer service for issues regarding benefit administration group changes, employee enrollment changes, ID card status, and effective date inquires.
• Facilitate communication to continue to further educate our customer base on the services we provide.
• Provide routine follow-up on service issues.
• Adapt support based off the customer’s changing needs during interaction.
• Listen to customer ideas, resolve conflicts, solve problems, and provide feedback to Company management.
• Develop increasing knowledge of insurance industry markets, products, and state specific rules & regulations to provide a value-added service to customers.
• Research and provide information on carrier administrative procedures, product availability, and product details.
• Understand all customer facing products and the interactions, as well as learn new internal system processes, features and functions.
• Understand the Company’s internal products and processes and how customers interact with them.
• Deliver elevated service to existing growth brokers and new brokers to CRC Benefits.
• Own customer loyalty.
• Use data and metrics to guide customer behaviors around products and service-oriented activities.
• Actively participates in regular team meetings, providing input to contribute to the team’s overall success in achieving customer satisfaction.

EDUCATION AND EXPERIENCE

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associates degree or equivalent.
• 2+ years’ experience in a related priority customer support environment ideally within the group benefits industry .
• Life and Health Insurance License.
• Working knowledge of medical conditions/terminology and insurance products.
• Prior experience dealing with multiple customer service issues.

FUNCTIONAL SKILLS

• Communicate effectively with all levels of internal and external personnel, both verbally and in writing.
• Good knowledge of carrier plan features, benefits, HIPAA laws and guidelines, and underwriting guidelines.
• Ability to read, analyze and interpret Explanation of Benefits (EOB).
• Read, comprehend, and interpret underwriting procedures, requirements, regulations, and contracts.
• Understanding of insurance products preferably attained through working in an insurance marketing or selling program.
• Familiarity with the security measures pertaining to Personal Health Information (PHI).
• Work in and contribute to a positive team environment.
• Complete tasks on time while managing multiple tasks simultaneously.
• Strong knowledge of Microsoft Office, specifically Word, Excel, and Outlook Exchange; proficient in Internet Explorer and Google Chrome

General Description of Available Benefits for Eligible Employees of CRC Group: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of CRC Group offering the position. CRC Group offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. Depending on the position and division, this job may also be eligible for CRC’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

CRC supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC is a Drug Free Workplace.

Job Tags

Similar Jobs