Customer Service Associate

Leavitt Group

9d•Remote

About The Position

Enroll365 is seeking a Customer Service Associate (CSA) to support its ICHRA and individual benefits operations team. The role provides operational support to Enrollment Agents and Client Service Managers by helping manage premium payments, autopay setup, documentation collection, case follow-up, system updates, and administrative workflows. It helps maintain active member coverage, reduce preventable terminations, and provide a smooth service experience. The position is primarily remote, with employees in the Salt Lake City, Utah area potentially attending occasional in-office meetings. Work involves using a computer, phone, email, carrier systems, Salesforce, and other operational tools, as well as data entry, electronic communications, member and carrier follow-up, virtual meetings, and occasional in-person meetings. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential duties.

Requirements

Strong customer service and communication skills, including clear communication by phone, email, and text.
Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
Comfort working with technology, learning new systems, and navigating carrier portals, CRM tools, and enrollment platforms.
Comfort working in systems-heavy environments and using shared trackers, CRM tools, or case-management platforms.
Strong written and verbal communication skills.
Ability to analyze information, solve problems independently, follow up consistently, and escalate when appropriate.

Nice To Haves

Experience in health insurance, employee benefits, ACA, ICHRA, individual health insurance, or related service operations.
Health insurance, benefits administration, insurance agency, or customer service experience.
Experience with ICHRA, ACA, individual health insurance, or employee benefits.
Experience working with enrollment platforms, TPAs, carrier portals, Salesforce, or similar case-tracking systems.
Proficiency with Microsoft Office, particularly Outlook and Excel.
Salesforce experience.
Health insurance licensing.

Responsibilities

Support enrollment and client service teams with administrative, member service, and operational tasks.
Assist with binder payment processing, premium payment follow-up, and autopay setup and verification.
Investigate and help resolve payment, billing, enrollment, and coverage issues.
Gather, review, organize, and submit required SEP, enrollment, and policy maintenance documentation.
Contact members, employees, HR teams, carriers, and third-party administrators to obtain missing information and move open items forward.
Update and maintain accurate records, case notes, account activity, and documentation in Salesforce and other operational systems.
Track open cases, outstanding documentation, payment issues, autopay status, and carrier follow-ups through completion.
Assist members with carrier portal access, autopay setup, payment options, and account maintenance needs.
Support carrier troubleshooting and escalate complex issues to leadership, carrier partners, or vendors when appropriate.
Assist with policy audits, quality checks, enrollment verification, and coverage maintenance activities.
Provide general operational support during Open Enrollment, onboarding periods, and other peak workload times.
Follow established workflows and service standards to ensure timely, accurate, and compliant member support.