Client Advocate, Benefits

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 of the Role: As a Client Advocate, you’ll be part of our client-facing team, responsible for addressing and resolving client and employee inquiries across a wide range of topics.

Essential Duties and Responsibilities:

• Respond to and resolve customer service inquires and issues by identifying the topic and type of assistance the client needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
• Help guide and educate clients and their employees about the fundamentals and benefits of their lines of coverage
• Intervene with care providers (doctor’s offices) on behalf of the customer to assist with resolving claims and billing discrepancies
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Meet the performance goals established for the position in the areas of: efficiency, quality and customer satisfaction
• Process and assist with eligibility in escalated and urgent situations
• Research resources the vendor has available for the client to utilize such as wellness initiatives
• Make sure client remains compliant with federal and state laws
• Building client relationships. Client database maintenance

Knowledge, Skills, and/or Abilities:

• Minimum 2 years of experience with customer service in employee benefits field
• Demonstrate ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member or client
• Proficient problem solving approach to quickly assess current state and formulate recommendations
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience

Education and/or Experience:

• Life and Health license or ability to obtain licensing

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 to $60,000. 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.