Client Advocate

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Manage the intake and resolution of inquiries, issues, and service requests related to group benefits for groups of up to 1,000 lives.

• Serve as the primary owner responsible for issue resolution from start to finish.

• Collaborate with back-office departments to organize, oversee, manage, monitor, and ensure follow-through on resolutions.

• Act as the main point of contact for customer inquiries via phone, email, and video conferences on a daily basis.

• Document activities in the CRM system.

• Address customer reporting requests.

• Maintain tracking and reporting systems to drive continuous improvements.

• Analyze trends and root causes in collaboration with internal teams in claims, underwriting, and other functions.

• Identify opportunities for improvement and business changes.

⛳️ Requirements

• Experience in the Group Employee Benefits Industry.

• Required experience with FMLA and Paid Statutory Leave.

• A minimum of 5 years of client-facing experience or an equivalent mix of education and experience.

• Comprehensive understanding of group benefit contract provisions and administrative policies and procedures.

• Proven track record of effective customer service.

• Availability to work standard hours until 5 PM PST.

• Strong problem-solving capabilities along with high energy and enthusiasm.

• Excellent verbal and written communication skills.

• Ability to assess issues and identify root causes to prevent recurrence.

• Familiarity with systems and technology.

• Flexibility, adaptability, and a willingness to support the team's efforts.

• Capability to influence horizontal processes and process owners.

• A Bachelor’s degree is preferred.

🏝️ Benefits

• Generous vacation and sick leave.

• Leading market paid family, parental, and adoption leave.

• Medical insurance coverage.

• Company-paid life and AD&D insurance.

• Disability programs.

• Partially paid sabbatical program.

• 401(k) employer matching.

• Stock purchase options.

• Employer-funded retirement savings account.

• A flexible, inclusive, and collaborative work environment.

• Support for career growth.