COBRA & Direct Billing Support Specialist (Remote)

About the Company American Benefits Group (ABG) is one of the nation’s leading employee benefit solution providers for consumer directed health accounts, COBRA and direct billing services. We transform benefits administration with empowering technology and a world‑class customer service experience. Position Summary The COBRA Support Specialist is the first point of contact with ABG for many of our clients, brokers and participants. This full‑time role supports and services COBRA and direct billing participants, clients and brokers in accordance with federal COBRA regulations. Core Responsibilities Log in at assigned phone shift and maintain available status outside breaks and lunches. Promptly answer incoming calls and e‑mails; provide support to clients, brokers and participants. Accurately explain COBRA to clients, brokers and participants, including notices, timelines, payments, reporting and coverage. Assist clients, brokers and participants with navigating the COBRA & Direct Billing portal. Run and interpret reports in the portal; document all interactions in the phone system and SharePoint. Document urgent reinstatement requests and follow up until completion. Maintain strong working knowledge of COBRA regulations and stay current with changes. Handle complex issues and collaborate with team members to resolve them; redirect calls and e‑mails to other departments as needed. Assume other duties as assigned by Manager. Ensure privacy and comply with security and HIPAA guidelines. Processing Changes Process COBRA elections, removing dependents, dropping coverage, and other life events. Handle contact changes, adding/removing subsidies, reporting requests and updating direct billing accounts in the portal. Use available templates and resources to handle incoming requests efficiently. Engage with team members to create a supportive environment. Make decisions utilizing sound judgment, multitask effectively. Assume other duties as assigned by Manager. Core Values Positive attitude Team player Flexible and adaptable Problem solver Attention to detail Ownership and pride in assigned tasks Qualifications 6‑12 months of direct COBRA Administration experience preferred. Experience with Direct Billing and Alegeus WealthCare COBRA Platform strongly preferred. Experience with RingCentral preferred. Track record as an enthusiastic team player with ability to prioritize and multi‑task. Passion to make customers and coworkers feel important and valued. Ability to cope in a fast‑paced environment managing sensitive, confidential issues. Proficient PC skills including Microsoft Office, Excel, Outlook, SharePoint, Teams. Preferred Skills Bilingual Spanish What We Offer Competitive salary ($40,000 – $50,000 base); possibility of performance‑based incentives. PTO and paid holidays, company 401(k) match. Exclusive discount programs, health & wellness programs, and more. People‑First culture that builds lifelong employee relationships. Equal Employment Opportunity American Benefits Group is an inclusive Equal Employment Opportunity employer. #J-18808-Ljbffr NFP, an Aon company