Danielle Badia is recruiting this position.
Job Description
JOB DESCRIPTION
PRIMARY PURPOSE As a Client Service Specialis, you will be responsible for providing customer service to clients, marketing EBS and support of Producer-led new business efforts. In addition, you will be responsible for coordinating activities related to sales and customer service on EBS Client accounts to contribute to customer satisfaction accurately and efficiently by ensuring that clients receive the highest standards of service. DAILY, WEEKLY & MONTHLY EXPECTATIONS Daily
- Emails – Service Box - color code emails. You are responsible for following this protocol in your email box as well. All emails need to be responded to the same day and logged into AMS. The goal is to have only pending emails in box each day, all other emails should be deleted from in box BUT not deleted from the deleted email box.
- Discrepancy Reports – Carriers will send, and we need to respond timely to address issues.
- Enrollments processed by CSS need to be sent to Account Manger each day by 10:00 am. Account Manager will review/initial and send back. Upon receiving approval from the Account Manager, CSS is responsible for scanning and saving in DB each Friday by 3:00 pm.
- Each Tuesday by 12:00 PM – CSS will provide AMS a report of enrollments that are pending longer than 7 days. It is the responsibility of CSS to work with carriers to try to resolve so they are not on this report.
- Update Renewal/Prospect Report by the end of business day each Friday
- Review & Save Guardian Weekly Discrepancy Reports – they all should come to service box, if no discrepancies, save by EOD on Monday. If discrepancies need to be addressed, please forward/color code to MK to resolve at this time.
- Check OE Report in EN / Renewal Report
- New Hire Audits – Done Every Other Monday
- Check My Fax/Share File weekly to make sure all faxes sent to EBS Inc. are received. Check deleted emails weekly to make sure enrollments, terms, changes were not overlooked.
- Send out the reminder quick part to all clients requesting new hires, terms changes by the 27th of each month.
- Client Renewal Checklist Processing. Goal is to have completed by 10th of month of current renewal month.
- Month End Reporting – Medicare, Overage Dependents, Missing Data – Need to be completed 30th of each month
- Basic COBRA Auditing Reports – Need to be completed 5 days after the 2nd Wednesday of each month.
- Prepare upcoming renewal files, update spreadsheet by 20th of month & send list to AMs, audit and submit renewal files to AMs by 5th of each month.
- OE needs to be set-up in EN by the 10th of prior month or prior to online OE – confirm if integration is set-up, then refer to the carrier integration guidelines.
- Monthly premiums - Email Account Manager lists of groups pending terms by 27th of each month – follow-up to make sure showing paid. The goal is to avoid clients being termed for non-payment. All clients need to be paid by 30th of each month. –
- Send Acknowledgement quick-part email to client on all enrollments, terms, and changes, etc.
- Arrive at desk ready to work during work hours. If you are out on client or personal appointments, it is your responsibility to note the time away, location and client name on the Service Calendar. Currently, there are no client appointments outside of the office.
- Answer incoming phone calls, check voicemail, and return calls by close of business as defined in the Process Guide
- MK is the first point of contact by EBS employees for IT issues, Issues with My Fax, Adobe, DB, Copier Issues, scheduling shredding, ordering office supplies, etc. She will determine if the vendor needs to be called.
- Log all phone calls in AMS – please make sure all client calls are documented in EN.
- Sensitive Paper Documentation – Due to the sensitive information EBS receives daily, any sensitive documents must either be placed in the shred bin (after the items has been scanned and noted in AMS) or placed in the locked file cabinet
- Keep desk and office space organized and any confidential or sensitive info filed in locked file cabinet
- Ensure requests and inquiries are aligned with EBS business interests & set appropriate expectations as to timing and delivery of request and changes
- Process outgoing mail including mail and overnight mail including Send Out Cards
- Holiday Card Email – Audit Clients & Vendor List prior to sending out holiday cards
- Faxes – Responsible for keeping My Fax account up to date, and check daily for new incoming faxes, troubleshoot as necessary
- Share File – Responsible for keeping Share File account up to date, and check daily for new incoming documents, etc.
- Update and distribute forms and templates as necessary i.e., quoting
- Responsible for keeping adequate office supplies and putting them away.
- Generate communications, including but not limited to benefit administration, claims, renewals, and client concerns, as needed
- Develops and cultivates sustainable professional relationships with clients, carriers, vendors, and peers
- Support AMS with packet, rate sheet, provider directories, sign in sheets, etc.
- Support EBS Company Vision and Values
- Update carrier/vendor contact changes in Outlook, DB, Lists and AMS
- Individual Coverage – Quote, enroll, notify existing clients of renewals, document in AMS
- Quoting – Request quotes, quote follow-up, meet quote deadlines, spread quotes, prepare presentation file, disk, client quoting forms. Review spreadsheet for accuracy prior to distributing to Account Manager
- Upon a new individual installation, review coverage contracts for accuracy of policy provisions based on the application submitted to the carrier
- Manages new carrier and plan implementations for book of business
- Stay up to date on carrier contacts, product changes, marketing material and procedures for eligibility. Document/File/Update appropriate process guide
- Prepare renewal and new business proposals, presentation materials and supporting documents as necessary
- Maintain a current working knowledge of industry legislative and compliance issues including, but not limited to: ACA, COBRA, HIPAA, ERISA, FMLA, etc.
- Understands competitor's strengths and weaknesses including but not limed to network, underwriting, pricing, functionality, ratings, website resources and customer service
- Begin Renewal Process as defined in auditing client renewal guidelines
- Servicing existing book of business by utilizing the EBS AMS system including but not limited to processing enrollments (adds, terms, changes), billing resolutions, claim resolution and all other service-related functions
- Fosters and manages overall relationship through phone, email and in person visits with clients ensuring retention of book of business
- As needed, assist in conducting client open enrollment meetings and/or new hire meetings and answers questions regarding benefit coverage
- Reacts, processes, and follows up on new business opportunist when applicable
- Keep clear and concise records in AMS of customer interactions, process customer accounts and file documents
- Calmly handle customer complaints, provide appropriate solutions and alternatives within a timely manner, and follow up to ensure resolution
- Assist with collating EBS presentations, marketing materials and preparing employee packets
- Accuracy, timeliness, and completion of tasks when interacting with clients is imperative
- Manage basic and complex service issues and research for client related issues
Data Entry – Spreadsheets, AMS, and Document Storage
- Prepare client request for proposal (RFP) including, requesting the quotes from carriers, quote follow-up, meet the quote deadlines, prepare & finalize the client spreadsheet.
- Quoting – Review the quotes for accuracy as they come in, so they are ready to spread.
- Spreadsheets - Combine data from several sources, transfer numbers and benefits from other sources into excel spreadsheet.
- Review spreadsheet for accuracy prior to distributing to Tammy or Lindsay for final review. The objective is to have the spreadsheet 100% accurate and appealing to the eye.
- Individual Quotes – Prepare email, send link to prospect, answer benefit questions, follow up with carrier to confirm member enrolls. Update Drop Box with any emails or applications.
- Provide accurate, timely action on tasks and bring closure to the task.
- Manage service issues and research for client related issues.
- Update carrier/vendor contact changes in Outlook, Lists and AMS.
- Upon a new group installation, review coverage contracts for accuracy of policy provisions based on the master application submitted to the carrier
- Manages new carrier and plan implementations/integrations for book of business
- Stay up to date on carrier/vendor contacts, product changes, marketing material and procedures for eligibility. Document/File/Update appropriate process guide
- Review contracts, amendments and SPDs for accuracy and coverage; identify errors and coordinate corrections with the carrier/vendor
- Maintain a current working knowledge of industry legislative and compliance issues including, but not limited to: ACA, COBRA, HIPAA, ERISA, FMLA, etc.
- Begin to understand competitor's strengths and weaknesses including but not limed to network, underwriting, pricing, functionality, ratings, website resources and customer service
- Begin renewal process as defined in guidelines.
- Servicing existing book of business by utilizing the EBS AMS system including but not limited to processing enrollments, billing resolutions, claim resolution and all other service-related functions
- Fosters and manages overall relationship through phone and with clients ensuring retention of book of business
- As needed attend client open enrollment meetings and answers questions regarding benefit coverage
- Reacts, processes, and follows up on new business opportunist when applicable
- Keep clear and concise records in AMS of customer interactions, process customer accounts and file documents
- Calmly handle customer complaints, provide appropriate solutions and alternatives within a timely manner, and follow up to ensure resolution
- Assist with collating presentations, marketing materials and preparing employee packets
- Accuracy, timeliness, and completion of tasks when interacting with clients is imperative
- Manage basic and complex service issues and research for client related issues.
- Continuous Learning - Qualifies potential customers; Builds rapport and establishes trust; Asks questions to discover client business needs; Applies product and market knowledge effectively; Presents solutions that meet customer objectives; Manages and documents sales process
- Dependability - Responds to requests for service and assistance; Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to doing the best job possible; Keeps commitments; Meets attendance and punctuality guidelines
- Job Knowledge - Competent in required job skills and knowledge; Exhibits ability to learn and apply new skills; Keeps abreast of current developments; Requires minimal supervision; Displays understanding of how job relates to others; Uses resources effectively
- Planning and Organization - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Integrates changes smoothly; Sets goals and objectives; Works in an organized manner; Thinks ahead and utilizes downtime efficiently
- Problem Solving - Identifies problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Resolves problems in early stages; Works well in group problem solving situations
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively.
- Visual Acuity - To perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
- Sitting & Standing - Particularly for sustained periods of time.
- Stooping - Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
- Reaching - Extending hand(s) and arm(s) in any direction.
- Talking - Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
- Repetitive Motion - Substantial movements (motions) of the wrists, hands, and/or fingers.
- Active Listening – Building trust and establishing rapport, demonstrating concern, asking open ended questions, asking specific questions to seek clarification
- Attention – Selective and sustained attention enables you to stay focused and on task for an extended period as well as to ignore distractions and stay focused on what you are doing.
- Logic & Reasoning – Enables you to reason, form ideas and solve problem
- Managing Multiple Priorities - Manage multiple commitments and/or projects; Plan and utilize time efficiently; Respond to changing customer needs; Resolve conflicts to deliver on schedule; Complete work in order of customer priorities
- Processing Speed – Enables you to perform tasks quickly and accurately
- Troubleshooting - Anticipate problems; Demonstrate critical thinking skills
- Communication - Speaks clearly and persuasively; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills
- Customer Service - Displays courtesy and sensitivity; Manages difficult or emotional customer situations; Meets commitments; Responds promptly to customer needs; Solicits customer feedback to improve service
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests
- Licenses & Registrations
- Life & Health Insurance License Required
- Valid driver's license and proof of automobile insurance required
- Reliable and suitable transportation that can be used as required to perform job duties, such as a car, SUV, pickup, or minivan.
- Experience
- 3+ years of experience with B2B and insurance required
- Must be well versed in Office 365
INTENT & FUNCTIONS OF JOB DESCRIPTIONS Job descriptions assist our company in making certain our hiring process is fairly administered and qualified employees are selected. We view job descriptions as essential to our performance appraisal system and related promotion, transfer, layoff, and termination decisions.
Status:
Accepting Candidate
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