Client Service Associate, Customer Service (Long-Term Care)

Client Service Associate, Customer Service (Long-Term Care)

Be part of the Financial Services Industry. ECLARO is looking for a Client Service Associate, Customer Service (Long-term Care) for our client in New York, NY. ECLARO's client is one of the largest Insurance Brokerage and Consulting Firms in the United States. If you're up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:

• The Client Service Associate, Customer Service (Long-Term Care) position is an integral part of a 6-person team.
• The role is central within the organization and is responsible for ensuring our clients' satisfaction and success throughout their benefits enrollment journey.
• Will be responsible for providing expert Long-Term Care (LTC) benefit enrollment guidance and delivering exceptional customer service to employees of our corporate clients.
• The individual in this position will participate in company-wide projects that involve working with different teams.
• Key personality traits for success include high energy and drive, the ability to work on a team and a questioning mind.
• This is an excellent opportunity for a motivated individual to contribute meaningfully to a growing business and gain valuable experience.
• The role is designed to accommodate flexibility, there may be occasional training sessions or meetings held either in-person or virtually to ensure a well-rounded onboarding and skill development experience.

Responsibilities:

• Customer Service Excellence:
  • Deliver exceptional customer service to address phone and e-mail inquiries, resolve issues, and provide timely assistance to LTC policy owners throughout the client lifecycle.
  • Proactively anticipate customer needs and provide proactive solutions to enhance overall customer satisfaction.
  • Act as a liaison between customers and internal Client teams, ensuring seamless communication and efficient issue resolution.
• Licensed Benefit Enroller:
  • Hold (or be available to obtain upon hire) a valid insurance license (Life and Health with LTC state certification) to enroll employees in various benefits packages, ensuring compliance with relevant regulations and industry standards.
  • Educate employees of our corporate clients on available LTC benefit options, coverage details, and plan features to facilitate well-informed decision-making.
  • Provide personalized support by guiding employees through the selection of benefit plans and successfully executing the enrollment process.
• Continuous Improvement:
  • As they evolve, develop a deep, on-going understanding of the products and services Client supports to confidently address customer inquiries.
  • Collaborate with the Operations Program Manager to provide valuable insights for process enhancements based on experience and customer feedback.
  • Stay updated with industry trends, regulations, and best practices in employee benefits enrollment and customer success management.

Required Skills:

• Prior experience in account management, customer service, or a similar client-facing role.
• An active insurance license (e.g., Life and Health with LTC state certification) or availability to obtain a license upon hire.
• Advanced proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook); prior experience utilizing Customer Relationship Management (CRM) software, a plus.
• A high level of accountability and ownership of work.
• Ability to work on a fast-paced team with specific deadlines.
• Resourcefulness and ability to consult others to get a job done.
• Strong ability to prioritize tasks and manage time.
• A team-oriented, friendly collaborative attitude.
• Ability to embrace change and adjust to evolving business needs.

Preferred Qualifications:

• Bachelor's degree in Business, Human Resources, or a related field.
• Strong understanding of employee benefits, especially Long-Term Care insurance.
• Proven track record of successfully managing and growing client accounts, achieving high customer satisfaction, and driving retention.

If hired, you will enjoy the following ECLARO Benefits:

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO

Equal Opportunity Employer: ECLARO values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status, in compliance with all applicable laws.