Client Success Specialist (Must be Licensed, Life, Health)

Job Description

Job Description

CLIENT SUCCESS SPECIALISTS (must be Life, Health, Accident/Sickness licensed)

Hello future Client Success Specialists: We’re hosting an exclusive Virtual Coffee Chat and would love to meet you!

This is a relaxed, engaging opportunity to connect with us, learn more about the role, and explore what makes our culture special. If you’re interested in joining the conversation, simply apply — invitations will be extended to selected candidates.

We can’t wait to connect with talented professionals who are ready to make an impact.

ABOUT DECISELY:

At Decisely, we are on a mission to revolutionize the InsurTech industry by delivering innovative solutions that truly make a positive difference, for our clients and our organization! Our commitment to identify and hire the most progressive, diverse, equitable, and inclusion of talent drives our work culture and product development. We believe in creating a workplace where everyone feels valued, empowered, and inspired to bring their best selves to work.

ROLE SUMMARY:

The Client Engagement (CE) Specialist plays a critical role in the support of the client management team. The CE Specialist will assist with renewal preparation and post-open enrollment projects. This colleague will work closely with Client Engagement Managers to meet client expectations by delivering on Decisely’s Service Pillars – Trust, Ease, Accurate and Compliant.

KEY RESPONSIBILITIES:

• Manage and handle escalated client inquiries via our CRM system (TRAX).
• Assist with submission of benefits implementation paperwork prior to open enrollment.
• Provide clients with open enrollment support, which may include facilitating virtual open enrollment meetings and providing applicable benefits education materials, upon request.
• Conduct Decisely platform training for clients, as needed.
• Quality check client structure and benefits set-up in the Decisely platform prior to the system going live.
• Assist with preparing and reviewing client renewal presentations, which are delivered via the Decisely platform.
• Provide escalated support to the Client Onboarding team for new clients, as needed.
• Maintain basic knowledge of the Affordable Care Act and other regulatory health plan requirements including COBRA, HIPAA and ERISA.
• Ensure proficient knowledge is maintained and prepare resource information for clients to continually keep informed of benefit trends, State and Federal legislation, rules and regulations.
• Project a professional image in action and appearance while working in a virtual office environment.
• Track client inquiries and account management activity in TRAX for accurate reporting.
• Maintain familiarity with all Decisely services and program offerings including but not limited to a variety of health and wellness solutions, Decisely Recruiter, onboarding and compliance.
• Assist with post-OE billing audits and resolution of discrepancies.
• Serve as back-up support to Client Engagement Managers.
• Establish and maintain high levels of trust and confidence with clients by serving as a knowledgeable resource and providing accurate and timely responses to client inquiries.
• Set priorities and manage workflow for self to ensure all goals are met.

KEY COMPETENCIES:

• Full knowledge of employee benefit plans including medical (including Medical Essential Coverage plans), dental, vision, life, disability, voluntary worksite plans and services.
• Ability to work in a fast-paced, innovative environment and manage multiple commitments simultaneously.
• Must have high-level interpersonal skills to handle sensitive and confidential situations.
• Strong attention to detail, organizational, and time management abilities.
• Excellent written and oral communication skills and attention to detail.
• Strong understanding of health benefits administration and open enrollment processes.
• Demonstrated experience with agency management systems, reviewing plan designs, and understanding employee benefits guidelines.
• Knowledge of health and welfare benefit plans, compliance, and regulations, including ERISA, COBRA, HIPAA, and ACA legislation preferred.
• Advanced knowledge of navigating the Internet as well as various Microsoft Office programs to include but not limited to Excel, Outlook, Word, PowerPoint, OneNote & Excel as well as all other required systems to maintain and manage job responsibilities.
• Desire to continue learning and developing skills to enhance knowledge, interpersonal skills, and business acumen.
• Strong analytical skills enabling one to gather data and present it in a clear and understandable method to the receiving audience.

EDUCATION and/or EXPERIENCE:

• 2+ years of experience related to our industry, including health insurance, benefits, human resources, broker/agency, technology/software applications.
• Life and Health License required.
• College degree and any other professional designations are preferred.
• Benefits administration and/or client management experience preferred.
• SaaS technology support experience, preferred.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required. To foster collaboration and team spirit, and although this primarily remote position, there is occasion when you will be required to come into the office for meetings and team building activities as well as travel to our various offices for meetings and team building activities.

WORK ENVIRONMENT and ENVIRONMENT CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk.