Client Services Specialist

Bridge Specialty Group•Palm Beach, FL

About The Position

Brown & Brown is seeking a Client Services Specialist to provide responsive, solution-oriented assistance with daily service needs, including claims and billing support for client employees and members. The specialist acts as a trusted advocate, helping people navigate benefit-related issues and delivering an exceptional client experience. The role reports directly to the Manager, Client Services and requires familiarity with employee benefits, including medical, dental, vision, life and disability coverage, and FSA, HSA and HRA benefits. The position supports clients and their employees throughout the year, resolves escalated and complex benefit issues, assists with annual Employee Benefit Highlight booklets, processes eligibility information, and contributes to special projects such as benefit fairs and claims audits. The specialist may represent the organization at client-site benefit and wellness fairs and documents CRM system issues.

Requirements

At least two years of professional experience in customer service, sales, HR, insurance or a related field.
A valid Florida Life, Health & Variable Annuities 2-15 license, or the ability to obtain one within the first 90 days of employment.
Fundamental knowledge of employee benefits, including eligibility, billing, claims processing, appeals, authorizations and benefit verification.
Basic knowledge of medical, dental, vision, retirement, life and disability coverage, FSA, HSA and HRA benefits, and the Affordable Care Act, COBRA and other federal and state regulations related to employee benefit plan administration.
Strong interpersonal and communication skills to build trust and maintain positive working relationships with clients and insurance partners.
Ability to provide customer service by phone and efficiently and accurately analyze and resolve complex, escalated benefit-related issues.
Written communication and editing skills for updating benefits materials and coordinating with internal teams to ensure accuracy and clarity.
High attention to detail when entering eligibility data, completing spreadsheets and performing audit-related data entry.
Ability to manage multiple tasks, deadlines and special projects simultaneously.
Ability to collaborate effectively with internal graphics and account management teams and external vendor partners.
Proficiency in Microsoft Office Suite, including Outlook, PowerPoint, Word and Excel, and social business platforms.
Ability to handle sensitive information with discretion and confidentiality.
Additional experience may substitute for required education on a year-for-year basis.

Responsibilities

Establish and maintain excellent working relationships with clients and insurance partners.
Resolve escalated and complex issues involving billing, member eligibility, claims, benefit verification, medical authorizations and general benefit inquiries.
Provide ongoing support and guidance to clients and their employees on benefits matters throughout the year.
Assist with the annual execution of Employee Benefit Highlight (EBH) booklets for all clients; update content and coordinate with in-house graphics and client service teams to support timely production and delivery.
Enter employee eligibility into insurance partner systems on behalf of clients.
Assist with completing open-enrollment eligibility spreadsheets as needed.
Complete assigned special projects, including coordinating with vendors for benefit fairs and entering data for claims audits.
Represent the organization at client-onsite benefit and wellness fairs.
Document CRM system issues to support system use and tracking.