Customer Service Representative

Customer Service Representative

About American Benefit Administrators (ABA), A Division of Patriot Growth Insurance Services: American Benefit Administrators is a Third-Party Administrator of employee benefit programs. ABA services include FSA/DCA administration, HRA, HSA, Commuter/Parking Administration and COBRA administration. ABA is committed to offer clients more than standard services and understands one size doesn't fit all. ABA believes firmly in customer service and is dedicated to providing more than just benefits.

Position Overview: We are seeking a customer-focused and detail-oriented Customer Service Representative to join our team. This role is responsible for providing exceptional service and support to participants by answering questions, resolving issues, and educating customers on available products and services. The ideal candidate is a strong communicator who enjoys helping others, thrives in a fast-paced environment, and is committed to delivering a positive customer experience. This position plays an important role in supporting participant satisfaction, maintaining compliance standards, and ensuring high-quality service delivery.

Work Arrangement: This is a full-time position working in our office located in Birmingham, AL.

Professional Responsibilities:

• Respond to customer inquiries via phone and email, providing accurate, professional, and timely information regarding products and services.
• Troubleshoot customer concerns, identify appropriate solutions, and follow through to ensure successful resolution and customer satisfaction.
• Handle inbound and outbound communications in a professional, courteous, and service-oriented manner.
• Educate participants on available products, services, and benefit-related offerings while providing clear guidance and support.
• Maintain compliance with HIPAA requirements and confidentiality standards when handling sensitive information.
• Meet or exceed established customer service performance metrics, goals, and quality standards.
• Develop and maintain a strong understanding of agency products, services, processes, and customer support resources.
• Participate in ongoing training and professional development opportunities to enhance knowledge and service capabilities.
• Assist with training and mentoring team members by sharing knowledge, best practices, and process guidance as needed.
• Accurately document customer interactions, inquiries, and resolutions within applicable systems.
• Collaborate with internal departments to resolve customer issues and support operational initiatives.
• Contribute to a positive, team-oriented environment focused on continuous improvement and service excellence.

Qualifications and Requirements:

• 0-3 years of customer service, call center, participant support, or related experience.
• High School Diploma or GED required.
• Familiarity with employee benefits programs and benefit-related concepts preferred.
• Experience in the employee benefits or insurance industry preferred.
• Associate's or Bachelor's degree in Business Administration or a related field preferred.
• Strong critical thinking and problem-solving skills with the ability to evaluate situations and identify appropriate solutions.
• Excellent attention to detail and commitment to accuracy when entering data and reviewing documentation.
• Outstanding verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Bilingual Spanish/English skills preferred.
• Ability to build and maintain positive working relationships with customers, colleagues, and business partners.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

About Patriot Growth Insurance Services: Founded in 2019, Patriot is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is currently ranked as the 25th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations across 48 states, Patriot's collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.

Patriot offers the opportunity to be a part of a fast-growing company since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team.

In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401 (k)

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot makes hiring decisions based solely on qualifications, merit, and business needs at the time.