Client Account Representative

Position Summary:


Employee Benefits Corporation is hiring for a Client Account Representative. The Client Account Representative is the primary point of contact for a specific set of Employee Benefits Corporation’s clients across all products and services and various brokers. The Client Account Representative I is responsible for managing all customer contact to ensure timely resolution to inquiries and issues through phone and email



This person may work in our Middleton, WI office, fully remote (Wisconsin locations only), or a combination of the two depending on availability. Must be available for one day of onsite training and onboarding



Responsibilities Include:

• Serve as primary point of contact and organization resource for assigned clients and various brokers


• Primary contact via telephone queue and email for inquiries from annual service clients


• Learn and be proficient on all product offerings


• Establish rapport and trust with all clients, ensuring a high quality and meaningful experience is delivered with every interaction


• Communicate clearly and accurately with customers, both verbally and in writing


• Obtain information from multiple systems and relay to clients and brokers in a seamless manner


• De-escalate situations involving dissatisfied clients and brokers, offering patient assistance and support


• Facilitate resolution of service issues of specific clients in a professional manner utilizing interpersonal skills including diplomacy, tact and a concern for the client’s needs


• Manage time to ensure tasks are completed on time and within company service standards


• Maintain and proactively manage CRM database, documenting each customer interaction and action item in a timely, compliant manner and in adherence with department standards

Qualifications:

• Associate degree in Business or related field; may be substituted by two years directly related experience


• Two years’ experience in a customer-centric role


• Ability to remain calm when dealing with challenging clients


• Ability to articulate relevant information in an organized and concise manner


• Demonstrated experience de-escalating client issues


• Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application


• Strong attention to detail and critical thinking skills to help manage difficult situations


• Demonstrated effective listening, verbal and written communication skills , utilizing proper grammar, syntax and excellent business acumen


• Demonstrated ability to develop, maintain and foster relationships at all levels of the organization


• Successful experience coordinating activities and tasks of a variety of resources towards a specific business goal


• Strong organizational and time management skills with proven ability to multitask in a high paced environment


• Self-motivated and able to resolve issues independently


• Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs


• Basic proficiency with Microsoft Outlook, Word and Excel

Preferred Qualifications:

• Bachelor degree


• Experience working with a Customer Relationship Management system (CRM)


• Knowledge of COBRA and tax advantaged benefit programs


• Previous customer service experience in Benefits Administration, working with insurance brokers and/or carriers, or in the health insurance industry

We offer:

• A friendly, collaborative team environment


• A competitive compensation and benefits package that includes employee-ownership


• Opportunities for personal and professional growth


• Flexible scheduling to encourage and support a healthy work-life balance

More About Us:


Employee Benefits Corporation administers a variety of employee benefits, from IRS-approved, tax-advantaged plans to COBRA and state-regulated continuation administration through informative education materials, dedicated reporting, creative plan design and expert customer support. We work with benefit brokers and consultants, employers and HR administrators, and benefit plan participants to offer top-notch workplace benefits and customer service. As a 100% employee-owned company, we are committed to using our experience, knowledge, creativity and technology to ensure our customers’ satisfaction with their plans and with our services.



Employee Benefits Corporation is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Our affirmative action program is available to any applicant or employee upon request



If you need an accommodation as part of the employment process, please contact Human Resources via email at [email protected] or via phone at (608) 831-8445.