Sr. Benefits Support Specialist (REMOTE)

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 Benefits 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 direction 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

Knowledge, Skills, and/or Abilities:

• Willingness to perform a wide variety of tasks and projects
• Ability to mentor and lead others within a collaborative, team-oriented environment
• Team player with a confident, positive attitude
• Strong attention to detail, dependability and follow through
• Ability to multi-task, prioritize and organize assignments
• Must have excellent verbal and written communication skills
• Demonstrate ability to make sound decisions, including granting exceptions
• Strong problem-solving skills
• Proficient with Microsoft Office products
• Ability to learn new systems quickly
• Experience with benefits enrollment platforms is a plus

Education and/or Experience:

• High school diploma required
• Bachelor’s degree preferred or equivalent related work experience
• Customer Service experience required
• Bilingual (Spanish) required
• Benefits knowledge preferred

Certificates, Licenses, Registration:

• Life & Health License required or must be obtained within the first 6 months of employment

Physical Demand:

We’re physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision and distance vision.

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 $64,000 to $95,000.  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.