Benefits Customer Success Specialist

Niural•New York, NY

29d

About The Position

The Benefits Customer Success Specialist is the primary point of contact for clients on all things benefits: renewals, enrollment, employee inquiries, and ongoing plan support. The ideal candidate is a licensed benefits broker in at least one U.S. state, highly organized, and comfortable managing both client-facing communication and internal workflows.

Requirements

Active health and life insurance broker license in at least one U.S. state; multi-state licensure strongly preferred.
2+ years of experience in benefits administration, employee benefits brokerage, or a related client-facing role.
Strong working knowledge of medical, dental, vision, ancillary, FSA/HSA, and 401(k) products.
Experience managing client relationships and handling escalations in a professional services
Excellent communication skills with experience presenting to clients via video and phone.
Highly organized with the ability to manage multiple accounts and workflows simultaneously.

Responsibilities

Serve as the main benefits point-of-contact for assigned clients, building trusted relationships through consistent communication and follow-through.
Conduct scheduled video and phone meetings to review benefits processes, answer questions, and provide ongoing support.
Lead renewal meetings presenting plan options, rates, and recommendations; ensure clients understand enrollment timelines, billing, and compliance requirements.
Assist clients with plan selections during renewals, onboarding, and qualifying life events; troubleshoot enrollment issues, eligibility discrepancies, and carrier concerns with the internal benefits team.
Maintain a working knowledge of medical, dental, vision, ancillary, FSA/HSA, and 401(k) products and processes.
Host employee information sessions and create enrollment packets for new hires and open enrollment periods.
Manage and triage internal ticket queues, consistently meeting SLAs and proactively following up to prevent delays and maintain client satisfaction.
Document all client interactions and updates accurately in internal systems; build and maintain workflow documents and FAQs for the Benefits team.
Collaborate cross-functionally with Sales, Implementation, and Payroll teams to deliver a seamless client experience and escalate complex issues with full context.
Own the benefits implementation process for new clients, plan configuration, enrollment system build-out, and ensuring clients are fully operational ahead of their go-live date.