Benefit Resource Center Representative Sr.

Senior Benefit Resource Center Representative II

iBTR is actively seeking a skilled and experienced Senior Benefit Resource Center Representative II. The ideal candidate should possess strong customer service, organizational, and technical skills and have a thorough understanding of back-end processes such as Evidence of Insurability (EOI), Qualified Life Events (QLE), and dependent verification. They will be responsible for delivering exceptional assistance to clients' employees, handling their benefit inquiries, and ensuring smooth enrollment and related tasks.

Position Details:

• Fully Remote Position
• Hours: M-F 8am - 6pm CST
• Benefits Start Day 1!

How you'll make an impact:

• Handle escalated calls and provide Tier 1 assistance and support to client employees.
• Interact with clients to ensure customer satisfaction.
• Assist and support the training of new team members.
• Maintain a thorough understanding of client benefit plans and policies.
• Collaborate with other departments to resolve customer issues.
• Conduct quality control checks to ensure the accuracy of information provided.
• Provide support on evidence of insurability (EOI), qualified life events (QLE), and dependent verification processing.
• Identify and proactively address potential issues or discrepancies in benefit information.
• Assist with benefit inquiries via email or phone.
• Partner with the internal teams to ensure timely resolution of escalated inquiries.
• Maintain compliance with all applicable laws, regulations, and company policies.
• Continuously learn and stay up to date on emerging trends in employee benefits and benefit administration technology.

Other duties may be assigned.

About You:

• Required: High School diploma or equivalent; Minimum 5 years related experience.
• Current Life, Accident & Health Resident State Insurance License or ability to successfully obtain license within 3 months of hire date.
• Ability to work overtime as business need requires.
• Exceptional customer service skills with a strong knowledge of carrier claims processing and billing procedures.
• Working knowledge of Microsoft Windows applications and Microsoft Office.
• Prior experience with HR Technology, preferably in benefits administration or experience at a benefits brokerage firm is required.
• Exceptional multitasking, prioritization, and time management skills are a must.
• Excellent grammar and communication skills, both written and verbal.
• Strong communication skills and active listening ability.
• Exceptional customer service skills with the ability to delight customers.
• Ability to work in a fast-paced environment, navigate multiple systems, and effectively use all resources to resolve inquiries.
• Strong knowledge of insurance terminology, such as deductible, copay, coinsurance, and PPO/HMO, is required and preferred.
• Basic math and PC skills with proficiency in Microsoft Office applications.
• Ability to contribute positively and work well as part of a team.

Education and Experience:

• High school diploma or equivalent required
• Two (2) years of experience in employee benefits administration technology solutions
• Minimum two (4) years of customer service or administrative or call center experience required.

Compensation and benefits:

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. Competitive compensation, comprehensive benefits programs designed to support your well-being, career development opportunities, and ongoing learning. A collaborative, people-first culture with accessible leadership. The opportunity to do meaningful work with global reach and local impact.

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles. Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled).