Client Service Representative (Benefits)

Customer Service Representative

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach.

Salus Group is a benefits consulting, brokerage and administration firm specializing in employee benefits. We provide expert consulting, industry insights and progressive technology that will not only reduce the cost and complexities of group healthcare, but also the time of daily administration.

Salus Group is a wholly owned subsidiary of NFP Corp.

Job Summary

This position will be primarily responsible for providing effective customer service for all internal and external customers/clients by utilizing excellent, in-depth knowledge of company services as well as fellow team member within the Customer Service Department.

Responsibilities & Duties

External:

• Proficiency with carrier's various web-based systems
• Overall knowledge of the organization and its specific departments and how they work together
• Specific knowledge of Customer Service procedures
• Provide timely feedback to the client and/or the client's employees regarding service issues or customer concerns/questions
• Partner with Account Managers to meet and exceed customer's service expectations
• Receive and enter group enrollment changes, adds or terminations
• Initiate file maintenance for corrections to client files and/or client employee data
• Handle irate customers in a professional manner
• Other duties may be assigned to meet business needs

Internal:

• Provide administrative support
• Maintain internal databases
• General clerical assistance
• May perform personal executive secretarial services under limited direction
• Responsible for reception and telephone duties, including signing for front office packages
• Other duties may be assigned to meet business needs

Competency Profile

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Analyticalthe individual synthesizes diverse information.
• Problem solvingthe individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Oral communicationthe individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts productive meetings.
• Quality managementthe individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
• Judgmentthe individual displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
• Planning/organizingthe individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Excellent telephone and face-to-face customer skills.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Excellent organizational skills.
• Attention to detail.
• Ability to work within Microsoft Office (including Outlook) and related programs.
• Research skills.
• Time Management: the ability to organize and manage multiple priorities.

Performance Factors

• Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and is seldom absent from work. Employee can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.
• Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company.
• Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the Company. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.

Minimum Requirements

• High School Diploma or GED required
• Two to three years of experience in a customer service environment required (benefits/insurance experience preferred)
• Strong customer orientation
• High performance teams and a strong team player
• Commitment to company values
• Proficiency with Microsoft Office and Outlook
• Must have knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard office equipment, at a level generally acquired through 1+ years related experience
• Must have a high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy

What We Offer

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $45,000 to $57,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP is an inclusive Equal Employment Opportunity employer.