Client Advocate

Description:

Job Summary:

The Client Advocate is responsible for providing prompt, efficient, high-quality service to our broker partners, clients, and carrier resources.

Duties/Responsibilities:

• Gain knowledge of insurance products including but not limited to dental, life, disability, vision, accident, critical illness and medical
• Achieve expert understanding and maintenance in all Benefit Administration systems
• Assist the GIS Account Managers with employee enrollments and execution of new business
• Assist in managing the Client Advocate email and phone lines for incoming service requests
• Acknowledge service tickets within 1 business day, resolve service tickets within 3 business days, escalate if outside this timeline
• Attend Broker/Customer training calls with the GIS Account Manager for introductions and clean hand off to the Client Advocate Team
• Conduct portal refresher trainings as needed 120 days post effective date. Escalate all issues or misunderstandings to the Team Lead to address with appropriate sales parties.
• Attend stewardships or broker education calls for key accounts identified by office contacts
• Conduct customer/broker phone calls as frequently as possible to answer enrollment and billing processing questions, follow up calls with clear, concise meeting notes
• Provide support for renewals as needed
• Other administrative tasks as assigned by the Local GIS Office

Requirements:

Required Skills/Abilities:

• Must be able to work in a fast-paced environment
• The ideal candidate will be proficient with all methods of communication: in person, phone, and email
• Must have the ability to learn quickly
• Must have proficiency basics with Excel and the Microsoft Office Suite
• The candidate has a sense of urgency and takes pride in their work
• Must be comfortable in a team environment
• Must have the ability to articulate solutions to service issues
• The qualified candidate should have self-motivation, strong organizational, time management and follow-through skills, excellent communication skills both written and verbal, and the desire and ability to continually learn new products and services
• BS degree is preferred but not required

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times