Client Account Representative I

Employee Benefits Corporation

United States, Wisconsin, Madison

Feb 28, 2025

Position Summary:

Employee Benefits Corporation is hiring for a Client Account Representative I. The Client Account Representative I, along with their team, acts as the primary point of contact for Employee Benefits Corporation's clients across all products and services by resolving basic client inquiries via telephone and email.

This person may work in our Middleton, WI office, fully remote (Wisconsin locations only), or a combination of the two depending on availability.

Responsibilities Include:

Serve as primary point of contact and organization resource for assigned clients and various brokers
Establish rapport and trust with all clients, ensuring a high quality and meaningful experience is delivered with every interaction
Facilitate resolution of service issues of specific clients in a professional manner utilizing interpersonal skills including diplomacy, tact and a concern for the client's needs
Obtain and maintain current and ongoing product and regulation related knowledge at a level of proficiency to resolve client requests and inquiries
Collaborate and engage with organizational resources to ensure accurate and effective client data exchange, issue resolution and service
Maintain and proactively manage CRM database, documenting each customer interaction and action item in a timely, compliant manner and in adherence with department standards
Monitor departmental email Help Desk inbox, delegating and assigning tasks and work accordingly, utilizing discretion and independent judgement

Qualifications:

Associate degree in Business or related field; may be substituted by two years directly related experience
Two years' experience in a customer-centric role
Ability to remain calm when dealing with challenging clients
Ability to articulate relevant information in an organized and concise manner
Demonstrated experience de-escalating client issues
Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
Strong attention to detail and critical thinking skills to help manage difficult situations
Demonstrated effective listening, verbal and written communication skills , utilizing proper grammar, syntax and excellent business acumen
Demonstrated ability to develop, maintain and foster relationships at all levels of the organization
Successful experience coordinating activities and tasks of a variety of resources towards a specific business goal
Strong organizational and time management skills with proven ability to multitask in a high paced environment
Self-motivated and able to resolve issues independently
Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
Basic proficiency with Microsoft Outlook, Word and Excel

Preferred Qualifications:

Bachelor degree
Experience working with a Customer Relationship Management system (CRM)
Knowledge of COBRA and tax advantaged benefit programs
Previous customer service experience in Benefits Administration, working with insurance brokers and/or carriers, or in the health insurance industry

We offer:

A friendly, collaborative team environment
A competitive compensation and benefits package that includes employee-ownership
Opportunities for personal and professional growth
Flexible scheduling to encourage and support a healthy work-life balance

More About Us:

Employee Benefits Corporation administers a variety of employee benefits, from IRS-approved, tax-advantaged plans to COBRA and state-regulated continuation administration through informative education materials, dedicated reporting, creative plan design and expert customer support. We work with benefit brokers and consultants, employers and HR administrators, and benefit plan participants to offer top-notch workplace benefits and customer service. As a 100% employee-owned company, we are committed to using our experience, knowledge, creativity and technology to ensure our customers' satisfaction with their plans and with our services. ?

Employee Benefits Corporation is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Our affirmative action program is available to any applicant or employee upon request.

If you need an accommodation as part of the employment process, please contact Human Resources via email at HumanResources@ebcflex.com or via phone at (608) 831-8445.