Client Service Representative I

Marsh McLennan•Greenville, NC

1d•Hybrid

About The Position

Marsh McLennan Agency (MMA) is seeking a TPA Client Service Representative I on the Marsh Agency Flex Team. This role provides responsive service for information inquiries and claims processing for Flexible Spending Accounts, Health Reimbursement Arrangements, Transportation Spending Accounts, and Health Saving Account (HSA) Plan or COBRA Clients. The position involves determining coverage and payouts based on IRS guidelines, educating plan participants on client plan specifics, researching and resolving benefit-related issues, and building rapport with clients. The role also requires working collaboratively with the production team, maintaining effective communication, and ensuring timely follow-up. The shift for this position is 11 am - 8 pm Eastern Time Zone, with earlier shifts offered based on seniority and availability.

Requirements

High School diploma or equivalent work experience
Strong organizational skills
Strong communication and interpersonal skills (written and verbal)
Act with responsiveness, urgency and professionalism in all matters
Able to utilize Office Suite applications (Word, Excel, Outlook) and Adobe

Nice To Haves

Flexible Benefits experience
Flexible Benefits administration experience

Responsibilities

Provide responsive service for information inquiries and claims process for Flexible Spending Accounts, Health Reimbursement Arrangements, Transportation Spending Accounts and Health Saving Account (HSA) Plan or COBRA Clients.
Determine coverage and pay out based on IRS guidelines.
Educate plan participants verbally and via written correspondence on clients; plan specifics.
Research and resolve issues related to benefits.
Build and maintain rapport with clients.
Work collegially as a supportive member of the production team for the benefit of the clients and internal partners.
Maintain open, effective communication and timely follow-up.
Take ownership and accountability to address and resolve client questions and issues, working toward a first call, first email or letter resolution, whenever possible.
Identify any coverage gaps and offer client solutions.
Maintain proper documentation on coverage, eligibility and exceptions.
Document customer contact completely within client management system.
Ensure all business results (quality, production, and time service) meet standards.
Maintain daily client management functions in system applications, as required.
Keep abreast of system functionality, industry related regulations as it pertains to Health Insurance Portability and Accountability Act (HIPAA), §125, §132, HSAs and COBRA as appropriate.
Teach clients plan specifics, the use of online tools and provide information to assist them in the future.
Support overall revenue and retention goals.
Other responsibilities as assigned.