Benefit Resource Center Representative Sr.

Gallagher•Brentwood, TN

12d•Remote

About The Position

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher. iBTR is actively seeking a skilled and experienced senior Benefit Resource Center Representative II. The ideal candidate should possess strong customer service, organizational, and technical skills and have a thorough understanding of back-end processes such as Evidence of Insurability (EOI), Qualified Life Events (QLE), and dependent verification. They will be responsible for delivering exceptional assistance to clients' employees, handling their benefit inquiries, and ensuring smooth enrollment and related tasks.

Requirements

High School diploma or equivalent
Minimum 5 years related experience
Current Life, Accident & Health Resident State Insurance License or ability to successfully obtain license within 3 months of hire date
Ability to work overtime as business need requires
Exceptional customer service skills with a strong knowledge of carrier claims processing and billing procedures
Working knowledge of Microsoft Windows applications and Microsoft Office
Prior experience with HR Technology, preferably in benefits administration or experience at a benefits brokerage firm is required
Exceptional multitasking, prioritization, and time management skills are a must
Excellent grammar and communication skills, both written and verbal
Strong communication skills and active listening ability
Exceptional customer service skills with the ability to delight customers
Ability to work in a fast-paced environment, navigate multiple systems, and effectively use all resources to resolve inquiries
Strong knowledge of insurance terminology, such as deductible, copay, coinsurance, and PPO/HMO, is required and preferred
Basic math and PC skills with proficiency in Microsoft Office applications
Ability to contribute positively and work well as part of a team
High school diploma or equivalent required
Two (2) years of experience in employee benefits administration technology solutions
Minimum two (4) years of customer service or administrative or call center experience required
Prior experience working with PlanSource and Bswift

Nice To Haves

Current Life, Accident & Health Resident State Insurance License or ability to successfully obtain license within 3 months of hire date

Responsibilities

Handle escalated calls and provide Tier 1 assistance and support to client employees.
Interact with clients to ensure customer satisfaction.
Assist and support the training of new team members.
Maintain a thorough understanding of client benefit plans and policies.
Collaborate with other departments to resolve customer issues.
Conduct quality control checks to ensure the accuracy of information provided.
Provide support on evidence of insurability (EOI), qualified life events (QLE), and dependent verification processing.
Identify and proactively address potential issues or discrepancies in benefit information.
Assist with benefit inquiries via email or phone
Partner with the internal teams to ensure timely resolution of escalated inquiries.
Maintain compliance with all applicable laws, regulations, and company policies.
Continuously learn and stay up to date on emerging trends in employee benefits and benefit administration technology.
Other duties may be assigned