Who We Are:
NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.
Summary of Role: The Client Support Specialist in employee benefits provides comprehensive assistance to clients, addressing inquiries related to health, benefit plans. This role involves resolving issues, ensuring compliance with regulatory requirements, online enrollment, and coordinating with internal teams to deliver timely, accurate solutions. The specialist is a key point of contact, enhancing client satisfaction by delivering expert guidance on benefit offerings and processes.
Essential Duties and Responsibilities:
- Possess a broad knowledge base of health and welfare related products offered by our offices
- Assist callers with maneuvering through online enrollment portal
- Process enrollment elections via telephone
- Educate clients on different available products
- Provide direction for claims resolution
- Ensures quality customer service for internal and external customers
- Responds to incoming customer service requests, both verbal and written
- Identify and assess customers' needs quickly and accurately
- Solve problems systematically, using sound business judgment
- Partner with other department representatives to resolve complex customer service inquiries
- Monitor delegated customer service issues to ensure timely and accurate resolution
- Apply appropriate communication techniques when responding to customers, particularly in stressful situations
- Respond to customer service inquiries in writing as necessary
- Maintain timely, accurate documentation for all appropriate transactions
- Consistently meet established productivity, schedule adherence, and quality standards
- Keep management abreast of all outstanding issues
Knowledge, Skills, and/or Abilities:
- Strong customer service orientation
- Self-starter and quick learner
- Strong attention to detail, dependability and follow through
- Ability to multi-task, prioritize and organize assignments
- High performance standards
- Excellent verbal and written communication skills
- Problem solver
- Willingness to perform a wide variety of tasks and projects
- Ability to lead and work with others within a collaborative, team-oriented environment
- Team player with a confident, positive attitude
Education and/or Experience:
- High school diploma required
- Bachelor's degree preferred or equivalent related work experience
- Customer Service experience
- Bilingual preferred
Certificates, Licenses, Registration:
- Health Insurance License a plus
What We Offer
NFP is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $40,000 – $50,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
NFP and You... Better Together!
NFP is an inclusive Equal Employment Opportunity employer.
