Client Advocate

Grow With Us! At Hilb Group, we recognize that our associates are our greatest asset. We promote a service-driven culture of high performance that encourages career and professional development. The Hilb Group is currently seeking a motivated and ambitious Client Advocate who has a focus in handling transportation accounts to join our team. This position will report to our agency located in Hunt Valley, MD. The ideal candidate will be motivated to succeed, is well organized, able to prioritize, and able to work well with a team. This is an in-office position.

Responsibilities:

• Resolve claims issues and benefit questions to support client Human Resource
  
  
• Department and to ensure overall client and employee satisfaction.
  
  
• Respond to incoming employee phone calls and email inquiries.
  
  
• Answering employee benefit questions.
  
  
• Resolving complex claims questions and issues promptly and efficiently.
  
  
• Work diligently with insurance carriers and administrative vendors to resolve enrollment and other issues.
  
  
• Identify trends and propose process resolution and/or implement new processes as needed.
  
  
• Maintain high service levels and low abandon rates on customer service calls.
  
  
• Maintain log of all incoming calls/inquiries with status and resolution.
  
  
• Respond to assigned employee inquiries (phone calls and emails) within 24 hours of receipt.
  
  
• Work with internal Consultant/Account Management staff as needed to resolve customer service issues.
  
  
• Maintaining ongoing dialogue with client HR staff, Consultant/Account
  
  
• Management staff, and external carriers/vendors as needed through issue resolution.
  
  
• Document all processes and procedures for claims resolutions.
  
  
• Complete special projects upon request.
  
• Assist with testing client open enrollment portals/platforms.
  
  
• Work with outside enrollment vendors and insurance carriers to ensure overall client satisfaction.
  
  
• Become knowledgeable of carrier/vendor's systems as applicable to accomplish core job responsibilities.
  
  
• Acquire applicable knowledge of carrier/vendor portals and enrollment systems to assist client with high-level concerns and issues.
  
  
• Resolve high-level customer enrollment and reinstatement issues.
  
  

Qualifications:

• High school diploma required; some college preferred.
  
  
• 1-2 years' industry experience
  
  
• Demonstrated work experience in a corporate environment
  
  
• Strong professional phone skills and Microsoft Office Suite skills
  
  
• Strong communication and customer service skills
  
  
• Ability to handle multiple tasks and organize workload
  
  
• Demonstrated ability to work independently
  
  
• Demonstrated ability to solve complex problems
  
  
• Detail oriented
  
  
• Team player
  
  
• Positive manner
  

Benefits:

• Compensation: $50,000/yr.
  
• Company Paid Life Insurance, Long-Term and Short-Term Disability.
  
• Medical, Dental, Vision and FSA/HSA plans.
  
• 401(k) with company match.
  
• Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits.
  
• Generous PTO.
  
• An awesome team of professionals!
  

The Hilb Group is an equal opportunity employer, and we actively support and comply with all applicable federal, state, and local laws prohibiting all forms of discrimination in employment. Additionally, we have a zero-tolerance policy for all forms of harassment in violation of federal, state, and local laws.