Client Care Advisor/Concierge (Must be Licensed Life, Heatlh)

Decisely•Alpharetta, GA

4h•Remote

About The Position

At Decisely, we are on a mission to revolutionize the InsurTech industry by delivering innovative solutions that truly make a positive difference, for our clients and our organization! Our commitment to identify and hire the most progressive, diverse, equitable and inclusion talent drives our work culture and product development. We believe in creating a workplace where everyone feels valued, empowered, and inspired to bring their best selves to work. The Decisely Client Care Advisor team provides comprehensive day-to-day benefits administration, education, and platform support to clients. This team specializes in troubleshooting system administration issues, collaborating with relevant parties to ensure timely and effective resolution. The Concierge team assists with virtual open enrollment education, factilitate the resolution of health plan-related matters on behalf of plan participants, and maintain a thorough understanding of Decisely's full range of service offerings. Their goal is to provide exceptional support, adhering to Decisely's Service Pillars: Trust, Ease, Accuracy and Compliance, by being a knowledgeable resource and ensuring reliable, accurate information to our clients (internal and external client alike).

Requirements

Demonstrated passion for delivering excellent service and ensuring a positive client experience.
Strong attention to detail, organizational skills, and time management abilities.
Knowledge of employee benefit plans including medical (including Medical Essential Coverage plans), dental, vision, life, disability, voluntary worksite plans and services.
Ability to work in a fast-paced environment and manage multiple tasks efficiently.
Excellent communication skills, both written and oral, with a focus on client support and service.
Advanced proficiency with Microsoft Office programs, Agency Management and/or CRM systems.
Knowledge of health benefits administration and compliance, with a proactive approach to client support.
Inquisitive nature, eager to understand client needs.
Ability to work effectively and efficiently both with and without direct supervision.
1-2 years of client service experience, ideally in insurance, benefits, HR, benefits administration, or a broker/agency setting.
Life and Health License required.
Valid driver’s license required.
Position continually requires professionalism, problem-solving, teamwork, demonstrated poise, tact, and diplomacy.

Nice To Haves

A college degree or other professional designation preferred, but not required.
Benefits administration and/or client account management experience preferred.
SaaS technology support experience, preferred.

Responsibilities

Manage incoming client inquiries through various channels, including phone, chat, and email, delivering prompt and professional responses.
Assist clients with open enrollment inquiries, providing necessary materials and guidance.
Troubleshoot and resolve level one application support issues, escalating complex cases to the appropriate teams as needed.
Accurately track client interactions and activities in Decisely’s CRM (TRAX), ensuring detailed documentation of client inquiries.
Maintain familiarity with all Decisely services and program offerings including but not limited to a variety of health and wellness solutions, Decisely Recruiter, onboarding and compliance.
Maintains basic knowledge of the Affordable Care Act and other regulatory health plan requirements including but not limited to COBRA, HIPAA and ERISA.
Collaborate with other teams to ensure client needs and service expectations are met.
Stay informed about regulations such as ACA, COBRA, HIPAA, and ERISA to provide accurate information and support.
Project a professional image in action and appearance while working in a virtual office environment.
Set priorities and manage workflow for self to ensure all goals are met.