Client Care Specialist

Brown & Brown is seeking a Client Services Specialist to join our growing team.

The Client Services Specialist (CSS) is responsible for providing responsive, solution-oriented assistance for daily service needs, including claims and billing support for client employees and members. Acting as a trusted advocate, the CSS helps navigate benefit-related issues while delivering exceptional client experience and reports directly to the Manager, Client Services.

Success in this role requires being well-versed in employee benefits, including medical, dental, vision, life and disability coverage, Flexible Spending Accounts (FSA), Health Savings Accounts (HSA) and Health Reimbursement Account (HRA) benefits.

How You Will Contribute:

• Establish and maintain excellent working relationships with clients and insurance partners.
• Resolve clients’ escalated and complex issues relative to billing and member eligibility, claims resolution, benefit verification, medical authorizations, and general benefit inquiries.
• Provide ongoing support and guidance to clients and their employees on benefit(s) matters throughout the year.
• Assist with the execution of Employee Benefit Highlight (EBH) booklets for all clients on an annual basis. Update booklet content and work with in-house graphics and client service teams to ensure timely production and delivery of booklets.
• Enter employee eligibility into insurance partner systems on behalf of clients.
• Assist with completing open enrollment eligibility spreadsheets as needed.
• Complete special projects as assigned, including coordinating with vendors for benefit fairs and performing data entry for claims audits.
• Represent the organization at client-onsite benefit and wellness fairs.
• Documents all CRM system issues to support use and tracking.

Skills & Experience to be Successful:

• Employee benefits fundamentals: including eligibility, billing, claims processing, appeals, authorizations and benefit verification.
• Basic knowledge of various medical, dental, vision, retirement, life and disability coverage, Flexible Spending Accounts (FSA), Health Savings Accounts (HSA) and Health Reimbursement Account (HRA) benefits. Including the Affordable Care Act, COBRA and other Federal and State regulations that relate to the administration of employee benefits plans.
• Client relationship management: Strong interpersonal and communication skills to build trust and maintain positive working relationships with clients and insurance partners. Ability to provide customer service by phone.
• Issue resolution and problem-solving: Ability to analyze and resolve complex, escalated benefit-related issues efficiently and accurately.
• Written communication and content editing: Skill in updating benefits materials (e.g., EBH booklets) and coordinating with internal teams to ensure accuracy and clarity.
• Attention to detail: High level of precision when entering eligibility data, completing spreadsheets, and performing audit-related data entry.
• Time management and organization: Ability to manage multiple tasks, deadlines, and special projects simultaneously.
• Cross-functional collaboration: Effectively works with internal graphics, account management, and external vendor partners.
• Proficient in Microsoft Office Suite (Outlook, PowerPoint, Word, Excel) and social business platforms.
• Ability to handle sensitive information with discretion and confidentiality.

Education, Training & Experience Needed:

• Minimum of two years of professional experience in customer services, sales, HR, insurance, or related field is required.
• Additional experience may substitute for the required education on a year-for-year basis.
• Valid Florida Life, Health & Variable Annuities 2-15 license or the ability to obtain one within first 90 days of employment is required.