Case Builder, Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver continuous support to clients, brokers, and internal teams concerning the Employee Navigator platform.

• Diagnose platform-related issues, such as employee enrollment inquiries, benefit modifications and updates, user access and navigation assistance, system configuration inquiries, and data review and cleanup requests.

• Address support requests promptly, professionally, and with a solutions-focused mindset.

• Refer technical or carrier-related problems to the relevant internal teams as needed.

• Keep precise records of support activities and case updates.

• Assist the NEP Build Team during periods of heightened implementation or Open Enrollment activity.

• Aid in the configuration of the benefit platform, which includes plan setup, eligibility configurations, employee class structures, initial system testing and review, data validation, and quality assurance checks.

• Collaborate with Account Managers, Builders, and Operational Leadership to guarantee accurate and timely service delivery.

• Engage in quality control and process enhancement initiatives.

• Work in partnership with Service, Build, Carrier Connections, and Account Management teams.

• Adapt to changing priorities and operational requirements throughout the year.

• Provide support for both NEP Wholesale and Hilb-related business, recognizing the distinct support models.

• Help establish scalable, process-oriented operational standards.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of 2 years of experience in customer service, benefits administration, or employee benefits is preferred.

• Familiarity with Employee Navigator is strongly preferred.

• Experience with benefits administration platforms, HRIS systems, or enrollment technology is advantageous.

• Strong attention to detail and exceptional organizational skills are essential.

• Ability to juggle multiple priorities in a fast-paced environment.

• Excellent written and verbal communication abilities.

• Comfortable working independently while also collaborating across teams.

• Proficient in Microsoft Office products and collaborative tools.

• Quick learner of technical processes and adaptable to evolving workflows.

• A proactive problem solver with a strong sense of accountability.

• Remain composed under pressure during peak enrollment times.

• Team-oriented with a flexible approach.

• Process-focused while maintaining a client-centered perspective.

• Comfortable oscillating between repetitive operational tasks and client-facing communication.

• Eager and curious to develop within the benefits technology operations field.

🏝️ Benefits

• Company Paid Life Insurance.

• Long-Term and Short-Term Disability.

• Medical, Dental, Vision, and FSA/HSA plans.

• 401(k) with company match.

• Additional voluntary benefits, including Critical Illness, Accident Insurance, Hospital Indemnity, and Supplemental Life Insurance.

• Legal and Identity Protection.

• Pet benefits.

• Generous paid time off (PTO).

• Opportunities for career and professional development.

• An exceptional team of professionals!