Customer Service Representative (CSR)  

Contract type: Regular employment with 6-month probationary period

Work hours: Mondays to Saturdays, 10:00 PM to 7:00 AM

Duties and responsibilites:

• Assist in day-to-day operations of COBRA department.
• Act as the first line of communication for the COBRA department via phone with 1-40 inbound/outbound calls per day.
• Act as the point of contact for clients and their employees.
• Communicate with client on plans, change in status, enrollments, terminations, reporting, etc.
• Implement various benefit plans in multiple benefits processing system.
• Work with sales team and brokers on implementation of plans.
• Maintain benefits records, plan documents, and internal documents.
• Process premium transmittal payments to employer groups and carriers directly.
• Process participant payment and correspondence.
• Perform carrier bill audits and reconciliations for clients.
• Run employer reports and clarify reports as needed for clients.
• Provide guidance to the finance department on COBRA-related elements.

Education / Experience:

• Preferably 2+ years of:
  • HR / benefits administration experience.
  • Customer service experience.
• Preferably with previous experience administering US healthcare plans.
• Inbound/outbound phone experience.
• Comfortable with all Office programs and a general comfort level with multiple operating systems.
• Ability to work in a group setting and execute individual projects with ease.

Skills / Knowledge / Abilities:

• Excellent phone and e-mail communication skills.
• Excellent English conversational skills.
• Excellent interpersonal, written and verbal communication skills.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Customer focused.
• Teamwork skills.
• Ability to multitask and meet deadlines.
• Excellent time management and organizational skills.
• Willing to work immediately or on short notice.