Sr. Benefits Support Specialist
Who We Are: NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.
Summary: The Senior Client Support Specialist is an experienced service center representative who plays a key leadership role within the Benefits Administration Services team. In addition to performing routine service center responsibilities, this individual serves as a mentor to junior team members, supporting their development and performance. The Senior role is responsible for designing and delivering ongoing training, conducting quality assurance audits, and providing regular feedback to staff. This role also contributes to departmental initiatives by assisting with special projects and additional responsibilities as assigned by the Director.
Essential Duties and Responsibilities:
- Serve as point of escalation for service center personnel; helping to troubleshoot, problem-solve and provide direction on complicated issues
- Develop training plan and materials for service center staff
- Provide training to new members, as well as necessary ongoing training for all service center employees
- Develop and maintain quality assurance program, including appropriate metrics and tracking protocol
- Perform quality assurance by listening to recorded calls and review written correspondence to provide feedback to service center employees
- Consistently meet established productivity, schedule adherence, and quality standards
- Keep management abreast of any identified or outstanding issues
- Lead by example, providing exceptional service for incoming calls and written inquiries which require the following:
- Possess a broad knowledge base of health and welfare-related products offered by our offices
- Assist employees with maneuvering through online enrollment portals
- Process enrollment elections via telephone
- Educate employees on different available products
- Provide directions for claims resolution
- Identify and assess customers’ needs quickly and accurately
- Solve problems systematically, using sound business judgment
- Monitor delegated customer service issues to ensure timely and accurate resolution
- Apply appropriate communication techniques when responding to customers, particularly in escalated situations
- Maintain timely, accurate documentation for all appropriate transactions
What We Offer: We’re proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $51,000.00 – $69,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
NFP and You… Better Together!
NFP is an inclusive Equal Employment Opportunity employer.
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NFP est un employeur qui offre l’égalité des chances à tous les employés et candidats à l’emploi, sans distinction de race, de couleur, de religion, de sexe, d’orientation sexuelle, d’identité de genre, d’âge, d’origine nationale, de handicap, de prédisposition génétique ou de statut de porteur, ou de toute autre caractéristique protégée par la législation fédérale ou provinciale. L’entreprise s’engage à respecter cette politique en matière de recrutement, d’embauche, de placement, de promotion, de transfert, de formation, de rémunération, d’avantages sociaux, d’activités des employés et de traitement général pendant l’emploi. Il est attendu de tous nos employés connaissent cette politique et qu’ils créent un environnement sensible et respectueux de tous les individus. test