Senior Insurance Experience Specialist

isolved•Charlotte, NC

About The Position

The Senior Insurance Experience Specialist is a vital member of the Brokerage Operations Team responsible for ensuring an exceptional end-to-end insurance experience for clients. This includes configuring the isolved Benefits Module, supporting insurance plans, managing enrollments and terms, providing client-focused support, and driving strategic planning initiatives. In this senior position, the individual will manage complex tasks independently, design innovative support workflows, mentor peers, identify efficiency opportunities within processes, and prioritize multiple competing deadlines. Additionally, they will play a key role in shaping the client support process for future insurance programs, ensuring best-in-class service and operational efficiency.

Requirements

Bachelor's degree and/or 4+ years of experience in Benefits/Insurance administration, with expertise in technology platforms.
Extensive experience working within SaaS environments, especially in insurance or benefits systems.
Familiarity with compliance regulations, including the Affordable Care Act (ACA).
Advanced skills in benefits or insurance systems configuration and troubleshooting.
Strong analytical, technical, and problem-solving capabilities with a detail-oriented mindset.
Excellent interpersonal, verbal, and written communication skills to deliver clear and impactful client support.
Demonstrated experience in delivering high-quality customer support, with a focus on client satisfaction and relationship-building.
Ability to handle complex client inquiries with professionalism and provide tailored solutions in a timely manner.
Proven ability to manage multiple priorities, meet competing deadlines, and work effectively in a fast-paced environment.
Proficiency in Microsoft Office Suite and experience with project management or case management tools, such as NetSuite.
Strong team player who can mentor peers and contribute to continuous improvement initiatives.

Responsibilities

Guide and coach the Benefits Auditing Team in understanding the system and isolved best practices.
Delegate and mentor any special projects to teammates.
Complete audits each month to identify any discrepancies and/or validate the accuracy of the bills compared to enrolled participants in the isolved system, in addition to comparing actual deductions taken.
Research discrepancies and resolve inaccuracies/variances found on the audits.
Communicate recommended changes and solutions to the customer from those items found on the audit; communicate changes and solutions with the insurance broker when necessary.
Execute updating of benefit enrollments, benefit terminations, and enrollment changes in isolved and insurance carrier sites.
Correspond with carriers on needed changes to enrollments or questions on billing statements when necessary.
Collaborate with 3rd party vendors and/or internal EDI/Carrier Connect team on any issues related to files being sent/received by carrier.
Validate benefit plan configuration accuracy and alignment with carrier specifications and partner with internal benefits and implementation teams on plan builds, updates, and related questions when necessary.
Manage customer escalated issues and drive resolution.
Build strong customer relationships, consulting with them to make recommendations.
Manage various benefit plan information (FSA, medical, dental, vision, life, disability, etc.) to complete audits and ensure plan setup is not affecting discrepancies.
Pay invoices via the accounts payable department and online bill payment via carrier sites.
Ensure deadlines for audits and bill payments are met, appropriately escalating issues.
Collaborate with peers to establish best practices.
Complete special projects as needed.