CRC Benefits - Account Executive (Temp / Remote)

CRC Group•Remote - Texas, TX

1d•Remote

About The Position

This is a remote, temporary position where the Account Executive will provide a seamless experience for customers from sales to delivery of service. They will be the single point of contact for assigned broker firms to resolve any open service needs and deliver superlative, personalized care. The role ensures a high level of customer satisfaction and exceeds customer expectations by providing quality information and superior customer service for a defined scope of issues and post enrollment inquiries. The team collaborates using video and screen sharing technology, allowing for a connected team experience while working from home. CRC Benefits is an industry-leading provider of benefits services with a culture focused on inclusion, trust, collaboration, and innovation. The company has earned a Top Workplaces USA award three years in a row based on employee feedback.

Requirements

Associates degree or equivalent.
2+ years’ experience in a related selling or priority customer support environment.
Working knowledge of medical conditions/terminology and insurance products.
Prior experience dealing with multiple customer service issues.
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 Microsoft Edge and Google Chrome.

Nice To Haves

Life and Health Insurance License preferred.

Responsibilities

Be the person customers rely on for concerns or support needs related 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.
Determine when customer issues need to be escalated and use appropriate channels for timely resolution.
Proactively keep customers updated on the status and outcome of ongoing support cases, including if any additional information may be required from the customer.
Provide quality customer service for issues regarding benefit administration group changes, employee enrollment changes, ID card status, and effective date inquiries.
Facilitate communication to further educate the customer base on the services provided.
Provide routine follow-up on service issues.
Adapt support based on 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 their interactions, as well as learn new internal system processes, features, and functions.
Keep up to date on all Company’s policies and promotional offerings.
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.
Adhere to CRC Benefits confidentiality standards of information.
Handle occasional long, irregular hours during peak times.
Perform physical requirements including sitting, frequently speaking and hearing, and occasionally standing, walking, bending, crawling, kneeling and the ability to lift up to 25 lbs.
Perform other duties as assigned by management.
Maintain 100% of available phone time and/or electronic service goals every day, in accordance with current standards and as directed by management.
Actively participate in regular team meetings, providing input to contribute to the team’s overall success in achieving customer satisfaction.