Broker Integration Advocate

Gusto, Inc.•Quinte West, ON

7h•$24 - $26•Hybrid

About The Position

For small business owners, choosing a platform to integrate their benefits is one of the most important decisions they make. As a broker integration advocate, you'll own the customer journey from the moment a business signs up to integrate their benefits to the final implementation. Your goal: make sure every customer is ready to go when it leaves your hands, so benefits get to the finish line on time and accurately. That means guiding small business owners through one of the most important (and most complex) decisions they make for their teams, and making the experience feel a lot less overwhelming than it sounds. It is meaningful work that directly impacts the lives of small business owners and their employees.

Requirements

Minimum 3+ years of professional work experience, ideally within healthcare, health insurance brokerage, hospitality, or a fast-paced startup environment, where anticipating customers’ needs and delivering a great customer experience is a central part of the role.
Curious about technology. AI tools and automation are part of how this team works. You don't need to be an expert, but you should be excited to learn and use tools like Glean, Gemini, and other LLM-based AI tools.
Proven success in metrics-based roles where data accuracy and hitting KPIs are central to customer success.
Strong background in high-volume book of business under tight deadlines and seasonal peaks.
Excellent customer communication skills with experience managing professional interactions with external company partners (brokers and insurance carriers) as well as customers.
A skilled problem-solver who is comfortable navigating ambiguity and can pivot quickly in a dynamic operational setting.
Highly self-motivated and capable of working both autonomously and collaboratively to meet individual and team goals.

Responsibilities

Drive consultative outreach to keep customer onboarding on track: As the point of contact for our customers during this journey, you provide exceptional consultative customer service via phone, email and other channels. You educate our customers and anticipate their needs to ensure a smooth integration. That means anticipating where customers might get stuck, surfacing blockers early, and making sure nothing stalls because a customer didn't know what to do next.
Be a real partner to your customers. You're not afraid to pick up the phone, and whether it's a call, an email, or a screen share, you're accessible, responsive, and clear. Customers should feel like they have someone in their corner.
Project management: As the owner of the onboarding journey, you anticipate roadblocks and work with relevant partners, both internal and external, to ensure and a smooth and accurate integration of our customer’s benefits.
Eligibility & Compliance: You review customer data against carrier eligibility standards to proactively mitigate errors and ensure both quality and compliance.
End to end process: You own the entire onboarding journey: confirming eligibility, gathering the required information, building policies, managing enrollments and ensuring accuracy while keeping our customers informed and engaged along the way.