Associate/Sr. Associate

Role & responsibilities

• Respond to member inquiries related to benefit plans, coverage details, eligibility, and claim status.
• Assist employees during open enrollment periods by explaining benefit options, enrollment processes, and deadlines.
• Guide members through benefit navigation and help resolve routine benefit-related concerns.

• Escalate complex cases and coordinate with back-office teams to ensure timely issue resolution.
• Maintain accurate records of member interactions and service requests.
• Ensure adherence to client-specific procedures, quality standards, and service level agreements.

Preferred candidate profile

Must-Have Skills

• Strong customer service and call handling skills.

• Excellent verbal and written communication abilities.
• Ability to effectively manage client inquiries and resolve issues professionally.
• Strong documentation, data entry, and record management skills.
• Attention to detail and accuracy in handling customer information.
• Ability to multitask and work in a fast-paced environment.
• Strong problem-solving and coordination skills.
• Proficiency in Microsoft Office applications, particularly Outlook, Word, and Excel.
• Ability to work collaboratively with cross-functional teams.

Nice-to-Have Skills

• Experience in US Employee Benefits Administration or Commercial Insurance operations.
• Knowledge of Health, Dental, Vision, Disability, Retirement, and Group Life benefit plans.
• Familiarity with Commercial Insurance products such as General Liability (GL), Workers' Compensation (WC), Errors & Omissions (E&O), and Cyber Insurance.

• Understanding of Certificate of Insurance (COI), Endorsements, and First Notice of Loss (FNOL) processes.
• Experience working with insurance administration, CRM, HRIS, or benefits management platforms.
• Exposure to Insurance BPO or Shared Services environments.