Account Support Representative - Corporate Benefits

 

 

 

Account Support Representative - Corporate Benefits

 

JOB TITLE: Account Support Representative DIVISION: Corporate Benefits CLASSIFICATION: Client Service REPORTS TO: Corporate Benefits – Support Leader FLSA STATUS: Non-Exempt PREPARED BY: Jill Roesler Summary: The Account Support Representative (ASR) is responsible for providing high-quality, responsive support to employer groups and their employees regarding group insurance benefits. This role serves as a key point of contact for routine service inquiries, assisting with eligibility, enrollment, claims questions, and policy administration while ensuring a positive client and employee experience. Essential Duties & Responsibilities: Proposal and quoting support

• Prepare, track, and support request for proposal (RFP) documents. • Prepare census data and other client materials for quoting; quote coverage with carriers according to

specifications provided by the agent or account executive. Client and carrier service

• Initiate and follow up with customers and insurance carriers regarding pending or existing coverage to resolve issues, answer questions, process changes, and provide claims assistance.

• Assist with enrollments. Account administration and reporting

• Prepare, process, review, and monitor key documents and reports, including renewal spreadsheets, benchmarking, claims reporting, and applications.

• Create and maintain agency management system records and activities to ensure timely follow-up. Internal coordination and client experience

• Communicate regularly with the sales team regarding claims issues, enrollment and participation by line of coverage, and other pending account items; escalate complex or unresolved issues to the CSS team or carriers as needed.

• Support retention and client satisfaction efforts and help identify value-added product opportunities for existing clients and prospects.

• Implement and onboard client resources, including Zywave, AleraHR, and Alera Dashboard. Projects and compliance

• Handle assigned projects as requested (e.g., dependent audits, policy audits). • Maintain confidentiality of employee and employer data (HIPAA compliance).

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience: Associate’s degree in human resources, Business Administration, or related degree; and two to three years of related experience and/or training; or equivalent combination of education and experience preferred. Insurance agency experience and employee benefits administration experience preferred.

 

 

 

Account Support Representative – Corporate Benefits The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

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Certificates, Licenses, Registrations: State specific insurance license, Life, Health & Accident. Skills & Competencies

• Strong customer service and communication skills • Ability to explain complex benefits information in simple terms • Detail-oriented with strong organizational skills • Ability to multitask and manage high call/email volume • Understanding of insurance terminology and benefit plans • Proficiency in Microsoft Office and database/CRM systems

Physical Demands: The physical demands described below are representative of those required to perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. Posture and mobility:

• Frequently sit • Occasionally stand and walk • Occasionally stoop and bend/squat/twist • Occasionally reach overhead and reach forward with hands and arms

Manual tasks and communication: • Operate a computer and other standard office equipment • Frequently talk and hear

Lifting: • Frequently lift and/or move up to 15 pounds

Vision: • Close vision • Ability to adjust focus

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.

• Office or hybrid work environment • High-volume phone and email communication • Peak workload during open enrollment periods • Standard business hours with overtime during renewals or enrollment season