Inside Service Representative

Gallagher•Brookfield, WI

10d

About The Position

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher. Overview National Insurance Services provides active employee and retiree benefits, health insurance solutions, and full benefit consulting services that address your unique challenges and issues. We are a broker, administrator, and consultant all rolled into one. As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive. Under the supervision of the Full Benefits Consulting Service Supervisor, this position provides quality and timely customer service to the Full Benefit Consulting clients of National Insurance Services and technical and administrative support to the Account Managers and Full Benefit Consultants for the assigned region(s). This position will require attainment of Life & Health insurance license for each of the states in the assigned region within 60 days. The position is open to applicants in WI (Brookfield area) and MN (Eden Prairie area).

Requirements

High School diploma/equivalent plus 1 year directly applicable experience.
Proficiency in Microsoft Office and basic math skills.
Appropriate licensing as required.
Two years experience in customer service, preferably in an employee benefits related capacity.
Minimum two years post secondary education or equivalent experience.
Ability to read and interpret insurance policy language, and effectively communicate policy language and intent to customers.
Demonstrated analytical skills. Must have a high aptitude for problem identification, investigation, and resolution.
Must possess a high level of positive interpersonal skills and negotiation skills. Exhibit poise, tact, and diplomacy both to internal and external customers.
Proficient in Word, Excel, Outlook, and Adobe Acrobat. Proven capacity to learn software programs developed in-house.
Must have excellent command of the English language; oral and written. Moderate mathematical skills are required.
Attention to detail in interpreting, composing, and proofreading written materials.
Excels in a fast-paced environment with demonstrated ability to prioritize multiple, competing demands. Possesses excellent organizational skills.
Willingness and enthusiasm to learn and apply concepts around new products, services, and procedural enhancements.
Ability to work and make decisions independently and within a team environment.

Nice To Haves

Associate's degree, professional certification, or equivalent training and experience preferred.
Previous experience managing client relationships.
Proven experience working with medical insurance plans preferred.

Responsibilities

Support the Account Manager in the co-management of an assigned book of business, focusing on execution, coordination, and day-to-day client service. While the Account Manager maintains primary client ownership, this role is responsible for processing policy changes, assisting with RFPs and Open Enrollments, responding to client inquiries via phone/email, and producing coverage/rate comparisons.
Educate clients and their members on benefits programs and appropriate administrative practices; provide documentation and guidance on group medical, dental, vision, life, disability, and FSA programs.
In partnership with the Account Manager, build, cultivate, and maintain strong relationships with clients, vendors and carriers to enhance retention, support growth through account rounding and referrals, and promote proactive service.
Serve as a key liaison for day-to-day internal service needs coordinating with vendors and carriers on renewals and bids for health, life, dental, vision, and disability coverage, including gathering updated information (e.g., census data, claims history, carrier invoices), conducting rate comparisons, ordering necessary documents, and supporting the overall renewal process.
Handle all aspects of review and distribution of plan documents Joinder/Application, Certificates, and Amendments. Gather SBC’s, SPD’s (for renewals) and Master Group Contract.
Participate in client onboarding meetings for new Full Benefit Consulting (FBC) clients; support initial implementation and annual best practice calls by handling action items from service visits.
Upon direction from the Account Manager, assist in preparing open enrollment materials and presentations (with final review by Account Manager).
Supports account strategy and execution by initiating requests for policy language updates, negotiating with carriers on provisions/rate impacts, and communicating outcomes effectively to Account Managers, FBC Consultants, or clients.
Support implementation and renewal of third-party Benefit Admin systems as requested by clients.
Document, maintain and update all systems databases and customer files per company guidelines as it relates to renewals, sales, insurance operations, and compliance activities.
Collaborate with Manager to identify opportunities for process improvements or service enhancements; while consistently adhering to agency policies, procedures, and performance standards.
Promote teamwork, knowledge sharing, a positive attitude, and commitment to internal/external performance standards within the department and office.
Other duties as assigned

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program