Service Specialist

Gallagher • Holly Springs, NC

8d • Hybrid

About The Position

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher.

A Service Specialist is a position in the Service Center and is responsible for superior customer service to the employees or clients for Gallagher/Pierce Group Benefits.

Requirements

• High School diploma or equivalent.
• Minimum 5 years related experience.
• Current Life, Accident & Health Resident State Insurance License or ability to successfully obtain license within 3 months of hire date.
• Ability to work overtime as business need requires.
• Exceptional customer service skills with a strong knowledge of carrier claims processing and billing procedures.
• Working knowledge of Microsoft Windows applications and Microsoft Office.
• Excellent verbal and written communications.
• High Organizational abilities.
• Works well individually or within a team.
• Ability to adapt to change

Responsibilities

• Provide excellent service for NC, SC and VA clients and their employees
• Maintain strong understanding of products, carriers, platforms
• Ability to navigate carrier portals
• Assist clients and employees with payroll discrepancies, billing questions, claim assistance, and QLE/MYE transactions
• Ability to enroll in all states (NC, SC, VA) if needed
• Expected turn-around time for all inquiries is 1 business day
• Expected to attempt contact at least twice, on different days
• Expected turnaround time for Client Services inquiries is 2 business days
• Review and document open ticket status every 2 days, if not closed or on hold
• Rotate in chat assignments
• Pull VM and distribute as assigned
• Assist with UW Memos (agent unassisted, etc.) as needed
• Complete processing documents accurately and timely, within 2 business days of completion
• Respond accurately and promptly to inquiries regarding claims, benefits, and eligibility
• Thoroughly and accurately document communication and correspondence in ticketing system
• Participate in training as assigned by Senior Service Specialists/Department Manager/other
• Accurately assess priorities and adjust as needed
• Maintain HIPAA compliance
• Responsible for reviewing central location for up-to-date processes and procedures
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED