Client Advocate
About The Position
The Client Advocate is responsible for providing prompt, efficient, high-quality service to our broker partners, clients, and carrier resources. This role involves gaining knowledge of various insurance products, mastering Benefit Administration systems, and supporting account managers with enrollments and new business. The Client Advocate will manage service requests via email and phone, ensuring timely resolution and escalation when necessary. They will also participate in training calls, conduct refresher trainings, and attend client meetings to address enrollment and billing inquiries. Additionally, the role includes providing support for renewals and performing other administrative tasks as assigned.
Requirements
- Must be able to work in a fast-paced environment
- Proficient with all methods of communication: in person, phone, and email
- Ability to learn quickly
- Proficiency basics with Excel and the Microsoft Office Suite
- Sense of urgency and takes pride in their work
- Comfortable in a team environment
- Ability to articulate solutions to service issues
- Self-motivation, strong organizational, time management and follow-through skills
- Excellent communication skills both written and verbal
- Desire and ability to continually learn new products and services
Responsibilities
- Gain knowledge of insurance products including but not limited to dental, life, disability, vision, accident, critical illness and medical
- Achieve expert understanding and maintenance in all Benefit Administration systems
- Assist the GIS Account Managers with employee enrollments and execution of new business
- Assist in managing the Client Advocate email and phone lines for incoming service requests
- Acknowledge service tickets within 1 business day, resolve service tickets within 3 business days, escalate if outside this timeline
- Attend Broker/Customer training calls with the GIS Account Manager for introductions and clean hand off to the Client Advocate Team
- Conduct portal refresher trainings as needed 120 days post effective date. Escalate all issues or misunderstandings to the Team Lead to address with appropriate sales parties.
- Attend stewardships or broker education calls for key accounts identified by office contacts
- Conduct customer/broker phone calls as frequently as possible to answer enrollment and billing processing questions, follow up calls with clear, concise meeting notes
- Provide support for renewals as needed
- Other administrative tasks as assigned by the Local GIS Office
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
