Client Care Specialist - Intermediate (Hybrid)

Client Care Specialist

About Exude, A Division of Patriot Growth Insurance Services: Founded in 1996, Exude is a full-service employee benefits consulting firm with a mission to change the lives of people who are changing the world. We partner with purpose-driven organizations to help them fulfill their missions by supporting their people. That's not just a tagline-it's a promise we take seriously. At Exude, we work collaboratively with our clients to understand their goals and challenges, and we develop innovative, tailored solutions that empower their teams. Our approach is rooted in advocacy, service, and a deep commitment to putting our clients and their employees first.

Over the past 27 years, we've grown significantly, but our service-based philosophy remains at the heart of everything we do. Our clients rely on us not just for our expertise, but for our unwavering dedication to their success.

If you're passionate about making a meaningful impact and want to be part of a team that values purpose, partnership, and people-we'd love to hear from you.

Position Overview: The Client Care Specialist is responsible for providing an assigned group of clients and their employees with exceptional client services through daily problem resolution, claim/billing investigations, and timely response to questions, proactive communication, informational updates, and quality assurance.

The Client Care Specialist also provides Account Managers with assistance as required in helping to complete the client renewal process and works closely with Consultants and Account Managers to ensure the highest level of client satisfaction to support the retention of clients in the assigned book of business.

Work Arrangement: This is a full-time hybrid position supporting our office located at 325 Chestnut Street Suite 1000, Philadelphia, PA.

Professional Responsibilities:

• Research and resolve client inquiries related to claims, billing, benefits, and administrative matters.
• Communicate with clients, internal teams, insurance carriers, TPAs, healthcare providers, and vendors to resolve issues.
• Deliver exceptional client service in accordance with service standards and client satisfaction benchmarks.
• Build and maintain strong relationships with client contacts through phone, email, and in-person communication.
• Perform billing reconciliation, census audits, and thorough documentation of client interactions in CRM systems.
• Create and deliver employee-facing benefit education materials and lead open enrollment meetings, webinars, and presentations.
• Submit and track HSA, HRA, and FSA reimbursement claims through resolution; assist with debit card requests as needed.
• Support Account Management and renewal activities during peak seasons, including benefit packets and open enrollment support.
• Identify and escalate urgent or complex issues to appropriate internal stakeholders or leadership.
• Maintain strong knowledge of Exude products, services, and benefit offerings.
• Handle sensitive client, employee, and company information with professionalism and confidentiality.

Qualifications and Requirements:

• Bachelor's degree in HR, Health Policy, Risk Management/Insurance, or related field preferred (or equivalent experience).
• Minimum of 2 years of client service experience in a high-volume, fast-paced environment.
• Active Life, Accident, and Health Insurance license required (must maintain continuing education requirements).
• Strong knowledge of group benefits, related administrative processes, and compliance requirements.
• Exceptional client service skills with the ability to manage complex issues in a fast-paced environment.
• Excellent communication and relationship-building skills.
• Ability to work independently, exercise sound judgment, and escalate issues when appropriate.
• Strong organizational, time management, and multitasking abilities.
• Proficiency with Microsoft Office Suite and CRM technology.
• Flexibility to work variable hours, including occasional evenings, weekends, and on-call coverage during peak periods.

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. For more information, read through our EEO and DE&I Policy located on our website.