Employee Services Representative (CARE Team) - Alera Group
Rochester, NY
About the Job
OVERVIEW
Relph Benefit Advisors, an Alera Group company, is looking for a Employee Services Representative to be a member of the CARE Team!
The CARE Group Benefit Administrator is the external facing component of our department. As a member of the CARE Team, each GBA is assigned to a "Service Team" in which they will be responsible for maintaining a high level of client satisfaction alongside their fellow team members. An integral part of maintaining this high level of client satisfaction is to work with internal resources and external carrier partners to provide our clients' employees relief on benefit related matters.
Alera Group was founded in 2017 and has grown to become the 15th largest broker of US business. We are passionate about our clients' success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
RESPONSIBILITIES
Essential Duties
The Employee Services Representative (ESR) plays an integral role at Alera Group, providing outstanding customer service to clients' employees, enabling our clients' HR teams to be more successful in their role and contributing to our clients' overall employee satisfaction by providing guidance to maximize their group benefit offerings. The ESR role is critical because it bolsters client relationships and provides relief in resolving all group benefit related issues that inevitably arise. Additional responsibilities include:
Education:
Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.
Hourly range $20 to $22 per hour.
We're anequal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.
If you're a California resident, please read theCalifornia Consumer Privacy Actprior to applying.
#LI-DV1
#LI-Remote
Relph Benefit Advisors, an Alera Group company, is looking for a Employee Services Representative to be a member of the CARE Team!
The CARE Group Benefit Administrator is the external facing component of our department. As a member of the CARE Team, each GBA is assigned to a "Service Team" in which they will be responsible for maintaining a high level of client satisfaction alongside their fellow team members. An integral part of maintaining this high level of client satisfaction is to work with internal resources and external carrier partners to provide our clients' employees relief on benefit related matters.
Alera Group was founded in 2017 and has grown to become the 15th largest broker of US business. We are passionate about our clients' success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
RESPONSIBILITIES
Essential Duties
The Employee Services Representative (ESR) plays an integral role at Alera Group, providing outstanding customer service to clients' employees, enabling our clients' HR teams to be more successful in their role and contributing to our clients' overall employee satisfaction by providing guidance to maximize their group benefit offerings. The ESR role is critical because it bolsters client relationships and provides relief in resolving all group benefit related issues that inevitably arise. Additional responsibilities include:
- Create concise CARE shortcut instructions for the Renewal Strategy Tool (RST) to empower ESRs with quick references for client problem resolution.
- Manage inbound calls and emails from clients (HR and employees) regarding group benefits questions, concerns, and actions needed.
- Oversee problem resolution and CARE team requests in Zendesk, ensuring detailed communication records for transparency and adherence to Service Level Agreements (SLAs).
- Assist employees with questions and issues regarding their personal benefits offered by their employer.
- Provide personal assistance to HR staff based on client assignment, establishing confidence as an extension of their staff to effectively manage their group's benefits.
- Demonstrated exceptional customer service abilities.
- Strong verbal and written communication across all channels.
- Ability to adapt to diverse communication styles and maintain collaborative relationships.
- Knowledge of HIPAA regulations, with strong organizational skills and familiarity with medical/insurance terminology.
Education:
- Required: High School Diploma or GED
- Preferred: Associate's Degree in Business
- 2+ years in customer service or equivalent combination of education and experience
- Microsoft Word, Excel, Outlook
- Customer Service Platforms: Experience with Zendesk.
- Agency Management Platforms: Familiar with Benefits Solver, Employee Navigator, and COBRA Solutions.
- Claims Payment and Broker Access: Experience with WEX 1Cloud (HRA/FSA) and various carrier online platforms.
- Obtain NYS Life, Accident, and Health License within one year
- Lift 5-10 lbs, sit for extended periods, repetitive motion (data entry)
Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.
Hourly range $20 to $22 per hour.
We're anequal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.
If you're a California resident, please read theCalifornia Consumer Privacy Actprior to applying.
#LI-DV1
#LI-Remote
Source : Alera Group