CRC Benefits - Account Executive (Hybrid)

CRC Group•Woodland Hills, CA

11h•Hybrid

About The Position

CRC Benefits is seeking an Account Executive to provide a seamless experience for customers from sales to delivery of service. This role serves as the single point of contact for assigned broker firms, resolving service needs and delivering personalized care. The goal is to ensure a high level of customer satisfaction by providing quality information and superior customer service for a defined scope of issues and post-enrollment inquiries. Employees work a hybrid schedule, utilizing video and screen sharing technology for collaboration when not in the office. CRC Benefits is an industry-leading provider of benefits services, focused on inclusion, trust, collaboration, and innovation, and has been recognized with a Top Workplaces USA award for three consecutive years.

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.
Life and Health Insurance License.
Ability to 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).
Ability to 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).
Ability to work in and contribute to a positive team environment.
Ability to 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.

Responsibilities

Serve as the primary contact for customers regarding concerns or support needs related to their book of business.
Provide quality information and accurate solutions for customer issues via telephone and email.
Identify and correspond with relevant internal departments.
Determine when customer issues need escalation and use appropriate channels for timely resolution.
Proactively update customers on the status and outcome of support cases.
Provide quality customer service for issues regarding benefit administration, group changes, employee enrollment changes, ID card status, and effective date inquiries.
Facilitate communication to educate customers on services provided.
Provide routine follow-up on service issues.
Adapt support based on customer needs during interactions.
Listen to customer ideas, resolve conflicts, solve problems, and provide feedback to management.
Develop knowledge of insurance industry markets, products, and state-specific rules and regulations.
Research and provide information on carrier administrative procedures, product availability, and product details.
Understand all customer-facing products and their interactions, as well as internal system processes, features, and functions.
Stay up-to-date on company policies and promotional offerings.
Understand the company’s internal products and processes and how customers interact with them.
Deliver elevated service to existing and new brokers.
Own customer loyalty.
Use data and metrics to guide customer behaviors around products and service-oriented activities.
Adhere to confidentiality standards of information.
Handle occasional long, irregular hours during peak times.
Maintain 100% of available phone time and/or electronic service goals daily.
Actively participate in regular team meetings, providing input to contribute to the team’s overall success.