Client Service Representative

Venbrook•Irvine, CA

1d•$34•Hybrid

About The Position

The Client Services Representative supports employees and HR contacts with day-to-day benefit inquiries in a high-volume, member-facing environment. This role resolves routine issues, escalates complex matters following defined guidelines, and supports a consistent member experience while reducing service interruptions for Client Management teams.

Requirements

1–3 years of employee benefits experience working at an insurance broker required
Clear written and verbal communication skills
Ability to manage high call and email volume
Strong organization and follow-through
Professional and composed in time-sensitive situations
Proficiency with Microsoft Office Suite (Outlook, Word, Excel)

Nice To Haves

Associate’s or Bachelor’s degree preferred
Bilingual English and Spanish preferred
Experience in an employee benefits brokerage or consulting environment preferred
Knowledge benefit plans preferred required
Experience with CRM or benefits administration platforms preferred

Responsibilities

Serves as the primary contact for benefit inquiries via phone and email.
Explains coverage, eligibility, and benefit usage in clear terms to employees and HR contacts.
Guides members through carrier portals, mobile applications, and ID card access.
Supports employees during open enrollment periods.
Provides bilingual support in English and Spanish when applicable.
Processes ID card requests and replacements.
Confirms provider network participation.
Responds to basic claim status inquiries.
Verifies eligibility and enrollment changes.
Processes dependent additions and removals.
Provides prescription refill guidance.
Addresses standard open enrollment questions.
Identifies issues requiring escalation and routes cases to Client Management per internal guidelines.
Ensures complete documentation prior to escalation.
Maintains ownership of escalated items until successful handoff is confirmed.
Documents all interactions and outcomes in the CRM system.
Tracks open items through resolution.
Partners with Client Managers and Advocacy teams to ensure follow-through.
Identifies recurring issues and shares trends with leadership.