Employee Benefits Account Service Representative - Major Accounts

Cross Insurance Customer Service Representative

Position Purpose: Point of contact for employer groups/employees on service-related issues. Foster long term relationships between Cross Insurance, our clients, and their employees. Develop and maintain a positive relationship and rapport with each insurance carrier to satisfy our clients' needs and facilitate the processing of business. Build solid partnership with Producers, Account Executives and Account Managers. Make a positive contribution to the overall success of the Cross Insurance team.

Responsibilities:

Essential Functions:

• Assist clients and their employees with day-to-day customer service correspondence on billing, eligibility, and claims questions/concerns along with other issues as they may arise.
• Notify Producer/Account Executive and/or Account Manager of any elevated billing, enrollment or claim issues.
• Follow Quality Management guidelines to ensure proper and timely administration of assigned duties and functions.
• Process enrollments/terminations in appropriate carrier websites or via email to carrier customer support in coordination with Customer Service Unit.
• Create and maintain daily customer service, new group, and pre-renewal/renewal activities in Salesforce / Agency Management System.
• Current groups – may be required to provide pre-renewal notice (90 days in advance); obtain and send renewal to Account Manager with copy to Producer and Account Executive; request current census; market and quote benefit products with assistance of Producer/Account Executive and/or Account Manager; review quotes for accuracy; produce proposal for presentation to client.
• In absence of an Account Manager, assist Producer/Account Executive in all aspects of renewal submission.
• Prospect groups – may be required to market and quote benefit products with assistance of Producer/Account Executive and/or Account Manager; review quotes for accuracy; produce proposal for presentation to prospective client.
• In absence of an Account Manager, assist Producer/Account Executive in all aspects of new group submission.
• Maintain awareness of new developments or changes with the various carriers and new Federal/State laws that may affect how our clients must administer their benefit programs.
• Complete tasks in Salesforce / Agency Management System.

Additional Responsibilities:

• Attend and complete any training sessions or assignments as required.
• Adhere to client service standards of the department and agency.
• Perform other tasks on projects as needed/assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

College degree preferred, however at a minimum a high school diploma or equivalent degree and at least one year of experience in employee benefits or a corresponding service industry, or equivalent combination of education and experience. Maine agent's license in Health and Life or the ability to obtain within 6 months from date of hire. Possess communication skills necessary to communicate with insurance companies, clients and prospects concerning employee benefit lines of coverage. High level of patience and empathy while working under pressure. Intermediate knowledge of Microsoft Word and Excel preferred, basic working knowledge required. Knowledge of Power Point preferred. Strong organizational skills, high attention to detail, responsive and self-motivated. Team player and task oriented. Possesses a bias for action and avoids workplace distractions. Position is an in-office position for a minimum of 6 months, after 6 months Hybrid can be reviewed.

Compensation: The base salary range for this role is $24-25/hour. Actual compensation will be based on factors including location, skills, experience, and internal equity. Cross Insurance offers a comprehensive benefits package including medical, dental, vision, 401(k) with match, paid time off, and more.