Customer Service Representative - Employee Benefits - Bilingual Spanish/English

Job Description

Job Title: Customer Service Representative
Classification: Non-Exempt
Department: Employee Benefits
Location: Schaumburg, IL / Hybrid
Reports to: Customer Service Manager

Overview
Under the direction of the Customer Service Manager, the Customer Service Representative services a book of employee benefits business. Works with Account Managers, Account Representatives, Account Executives, and Marketing Executives in handling all the inside service work associated with the client's program, including all customer service activity such as, but not limited to: routine coverage questions, claim issue solving, eligibility, preparation of formal proposals, creating employee benefit guides. Must obtain a Life & Health license within 3 months of hire. This is a career-track position with rapid advancement potential for motivated and capable individuals.

Essential Duties & Functions
Other duties may be assigned.
• Acts as a liaison with insurance carriers, providers, and employees to resolve claims (including assistance in the appeals process), billing, eligibility, and any other coverage issues.
• Assist with commission tracking and invoicing.
• Preparation of employee benefit booklets and open enrollment materials as needed under the direction of the Account Manager
• Communicates with Account Management Team, employees, and insurance carriers to resolve benefit issues.
• Processes client eligibility requests including enrollments, terminations, and changes using various online portals or benefits administration systems.
• Under the direction of the Account Manager, assist with census preparation for marketing or implementation purposes.
• Answers employee benefits and insurance coverage questions.
• Inputs and maintains record of all activities in Benelinx.
• Assist in conducting client open enrollment meetings as requested.
• Participate in seminars and educational classes for development of skills and knowledge.
• Provides high quality of work with professional demeanor and technical accuracy.
• Performs miscellaneous duties and projects as assigned.

Non-Essential Duties
• Performs special projects and other miscellaneous duties as assigned by senior management.
• Follows up to complete any assigned work.
• Assist Account Managers, Account Representatives, Account Executives, AVP, VP and EVP
with language assistance
• Maintains high ethical standards in the workplace
• Reports all irregular issues and problems to sales management for solution.

• Maintains good communication with office staff members and outside contacts.
• Complies with all company policies and procedures.
• Responsible for maintaining a clean and safe working area by participating in all aspects of
the Company's Safety Program.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED) and minimum two-years related experience and/or training preferred.
• Proficient with MS Office Suite; very computer literate and able to learn new software programs quickly.
• Strong mathematical and analytical skills.
• Excellent verbal and written communication skills in English and Spanish.
• Exceptional customer service skills.
• Ability to exercise independent judgment.
• Ability to work independently and make accurate decisions and demonstrate good judgement.
• Must obtain and maintain active Life/Accident and Health Insurance Agent License within 3 months of hire.
• Maintain positive working relationships and clear communication with co-workers, vendors, and insurance carriers.

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:

• Communication: Communication refers to the ability to inform orally and in writing, with clarity and good effect. It means to understand clearly and quickly when instructions or orders are received. It means judgment about what information is important and what is not, and what should be communicated, how, to whom and when.
• Customer Focus: Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Customer Service: Refers to the ability to satisfy the expectations and requirements of customers, both internal and external. Displays courtesy and sensitivity and responds promptly to service requests. Identifies customer needs and explains services clearly.
• Drive for Results: Pursues goals with energy, drive, and a need to finish. Does not give up, faces resistance or setbacks well; pushes self and others for results.
• Priority Setting: Plans and organizes work activities. Knows what will help or hinder accomplishing a goal.
• Problem Solving: Able to solve problems using logic, judgement, and data to determine effective solutions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. High pressured, fast-paced environment with significant telephone and personal disruption. Large number of multiple steps in complex system performed with accuracy and speed is essential to the successful completion of tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/ or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.