Job Description:

The Employee Benefits Customer Service Associate (CSA) is primarily an internal administrative position and aids the Producers, Account Managers (AM), Senior Account Managers (SAM), Account Executives (AE) and clients in handling and processing day-to-day servicing.

Responsibilities

The CSA handles service issues for small to medium sized clients with minimal assistance and aids the Producer/AM/SAM/AE on larger accounts. The CSA meets the agency standards and is expected to maintain a positive attitude, express enthusiasm, be flexible and can work under pressure during peak times.

• Assist team in gathering information necessary for preparation of bid specifications.
• Assist team with submission of RFP to the market and with follow-up for requested quotes.
• Review all quotes received for accuracy and prepare initial draft of comparative analysis for review by the AM/SAM/AE prior to delivery.
• Review small group applications for accuracy and completeness and forward to carriers with appropriate documentation.
• Monitor all submissions for quotes, proposals, and applications until all material for customer are received.
• Initial proofreading of contracts, policies, and booklets for accuracy with an attention to detail.
• Escalate client service issues to AM/SAM.
• Maintain basic current knowledge of the marketplace.
• Provide day-to-day customer service by phone, in-office, emails, etc.
• Provide clerical duties associated with client servicing, including but not limited to, updating info in our agency management system, client issues in the CRM, printing proposals, labels and assembling proposals.
• Set up and maintain customer files according to agency standards.
• Respond to client requests per agency guidelines.
• Handle open follow-ups/activities with daily review and follow up within three business days of the follow-up date.
• Serve as liaison between the customer and the carrier by assisting with resolving and/or escalating any enrollment, claim issues and billing inquiries.
• Other duties as may be assigned.