Client Success Specialist, Employee Benefits – Middle Market

Job Description:

• Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
• Supports process execution and cross-functional coordination for assigned clients.
• Coordinates timelines and deliverables and ensure accurate and timely execution of all enrollment activities.
• Identify discrepancies, research root causes with guidance as needed, and resolve issues directly or escalate appropriately.
• Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
• Assist care center colleagues with claims advocacy as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients and members.
• Provide foundational support to internal colleagues by gathering information, preparing standard documentation, and routing client inquiries to appropriate team members.
• Prepare external communications such as renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration messages.
• Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.
• Supports shared services partners and third-party vendors by sharing process knowledge and flagging issues during implementations and open enrollment.
• Supports retention and growth of an assigned book of business by delivering accurate, timely benefits administration and high-quality client experience.
• May participate in open enrollment calls and/or meetings.

Requirements:

• Bachelor’s degree in business, human resources, finance, insurance, or a related field preferred.
• 0-2+ years of employee benefits experience in a brokerage, carrier, or other client service role.
• Licensing: Must obtain and maintain all required insurance licenses for the role and jurisdictions served (e.g., applicable health and life/accident insurance licenses).
• Strong verbal and written communication skills; capable of preparing clear external communications.
• Microsoft Office skills, particularly Excel (e.g., use of formulas, lookups, pivot tables, data validation) and proficiency in Word and PowerPoint for client-ready materials.
• Familiarity with employee benefits processes and renewal workflows with continued skill development expected.
• Previous experience working with offshore teams or shared service centers is preferred.

Benefits:

• Health insurance
• Paid time off
• Professional development opportunities