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SalaryClient Support Specialist (Remote)
Marietta, GA, US
Who We Are
NFP is a seven-time Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We’re a recognized Elite Agency award winner and a leading property and casualty broker, benefits consultant, wealth manager, and retirement plan advisor. NFP provides solutions enabling client success through the expertise of over 7,000 global employees, investments in innovative technologies, and enduring relationships with highly rated insurers, vendors and financial institutions. To learn more, please visit: https://www.NFP.com.
Summary of Role:
NFP is seeking a Customer Service Representative to provide call center support for our employee benefit clients. The ideal candidate will provide exceptional customer service by assisting new and existing clients with benefit enrollment, claims resolutions, eligibility, ordering id cards, locating in-network providers, benefit education and other issues.
Essential Core Duties and Responsibilities:
- Field incoming calls from clients and their employees
- Assist with ordering ID cards
- Complete enrollment elections
- Locate in-network providers
- Reset enrollment system passwords
- Explain benefit options
- Provide claims assistance and resolution support
- Contact providers to address claims concerns
- Navigate benefit administration platform to identify employee current elections and notate calls
- Provide confirmation statement to employee upon completion of enrollment
- Record calls updating elections or beneficiaries
- Provide administrative support as needed: assist with ordering of supplies, contact/manage office vendors, prepare packets and/or client fulfillment needs, etc.
Desired Skills:
- Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Strong Speaking/Writing Skills – Effectively communicating with others on the phone and in writing to articulate the resolution and/or items or information needed.
- Leadership- Provide direction, training and development for team members. Develop processes and procedures for effective service.
- Exceptional Customer Service Skills – Provide professional yet compassionate support to resolve issues quickly and efficiently. Ideal candidate will possess the ability to diffuse intense situations and gain the trust of the caller for positive resolution.
- Desktop Computer Skills – Microsoft Office proficiency is an essential part of this position to include Excel and the creation of spreadsheets and manipulating the data. VLOOKUP is used to compare data sets in determining changes and/or discrepancies.
Desired Qualifications: Customer service experience is required. Call center experience is preferred but not required.
Education: High School Diploma
Working Conditions: Remote, PST 8:30 am – 5:00 pm
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, at the end of the day, we exist to be there for others.
NFP and You… Better together!
NFP is an inclusive Equal Employment Opportunity employer.
