Account Support Representative

Alera Group•UNAVAILABLE, UNAVAILABLE

10h•Hybrid

About The Position

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. The Account Support Representative – Employee Benefits will provide direct support in system setup and day-to-day service requests, ensuring a seamless client experience and operational accuracy.

Requirements

Two to three years of data entry administrative or client service experience or equivalent combination of education and experience
Strong communication and relationship management skills
Ability to manage multiple priorities in a fast paced environment
Detail orientation
Accountability and follow through
Collaborative mindset
Client first thinking
Strong organizational and problem solving skills

Nice To Haves

Associate’s degree in Business Human Resources or related field
Experience in employee benefits insurance agency or TPA environment
Familiarity with benefits administration and claims processes
Proficiency in Microsoft Office and CRM or database systems
Insurance license or ability to obtain

Responsibilities

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