Customer Service Representative I

Customer Service Representative I (CSR I)

OneBridge Benefits was founded in 2013 by members of our current leadership team who set out to build better technology and smarter processes to support account-based health plans. Today, we've grown into a technology-enabled benefits administrator serving more than 380,000 participants and managing 4.48 billion dollars in assets.

Joining OneBridge means becoming part of a group of bright, driven, and collaborative individuals. We've built an environment where people can contribute to meaningful work, grow their skills, and pursue their individual passions. While each team's day-to-day responsibilities vary, you'll find that we consistently value idea-sharing, encourage innovation, and enjoy tackling the challenges that come with achieving our mission.

The Opportunity:

We're looking for a Customer Service Representative I (CSR I) to join our Customer Care Center who will serve as the first point of contact for customers, providing support and solutions via phone, secure messages, and text. This role is responsible for delivering exceptional customer service by addressing inquiries, resolving issues, and ensuring a positive experience for every participant or employer. With training, CSR Is are expected to demonstrate in-depth knowledge of core offerings, including Health Reimbursement Arrangements (HRA), Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), Individual Coverage Health Reimbursement Arrangements (ICHRA), and the Retirement Health Savings Program (RHSP).

The position includes an initial training period scheduled MondayFriday from 8:30 a.m. to 5:00 p.m. Upon completion of training, the regular shift will be MondayFriday from 11:30 a.m. to 8:00 p.m. Flexibility in shift scheduling may be required.

You Will:

• Respond to customer inquiries promptly and professionally via multiple channels.
• Provide accurate, detailed information about company products, benefits, and procedures.
• Resolve customer complaints and issues with empathy and efficiency.
• Document customer interactions accurately in the system.
• Follow up with customers to ensure satisfaction and resolution when applicable.
• Maintain up-to-date knowledge of company products, services, and regulatory requirements.
• Collaborate with team members and contribute to a positive work environment.
• Meet or exceed individual and team performance metrics and quality standards.
• Escalate complex issues to the appropriate channels when necessary.

What You Bring:

• High school diploma or equivalent
• Six months of customer service experience in a healthcare related or social services setting, or a combination of experience preferred
• Excellent written and verbal communication skills
• Ability to listen to a customer issue with an approach that de-escalates the situation
• High quality and accurate data entry skills
• Strong attention to detail and highly organized
• Individually driven as well as dedicated to working collaboratively with the team
• Ability to meet all department goals to include accuracy and productivity
• Strong analytical, problem-solving, and decision-making skills
• Proficiency in Microsoft Office products
• Flexibility to work additional hours as needed

Why OneBridge Benefits?

OneBridge Benefits Inc. is a Buffalo-born company with a national footprint, built on service, integrity, and innovation. You'll join a collaborative people-first culture where your expertise is valued, and your work makes real impact. This is a Monday-Friday, in-office role, located at our Downtown Buffalo, NY office.