Client Advocate

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

📋 Description

• Handle and resolve customer inquiries, issues, and service requests.

• Take ownership of the issue resolution process from start to finish.

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

• Act as the primary point of contact for customer inquiries via phone calls, emails, and web chats.

• Record activities in the CRM system.

• Address customer reporting requests.

• Maintain accurate tracking and reporting.

• Identify and promote business changes and continuous improvements.

• Analyze trends and root causes in collaboration with internal partners in claims, underwriting, and other areas.

• Create solutions to meet customer needs and issues throughout the case lifecycle.

⛳️ 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 combination of education and experience.

• Comprehensive knowledge of contract provisions and administrative policies and procedures.

• Proven strong customer service track record.

• Capability to analyze issues and determine root causes.

• Familiarity with systems and technology.

• Exceptional problem-solving abilities.

• Strong verbal and written communication skills.

• Bachelor's degree is preferred.

• Ability to thrive in a fast-paced environment.

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

• Capacity to influence horizontal processes and process owners.

🏝️ Benefits

• Generous vacation and sick leave policies.

• Paid family, parental, and adoption leave.

• Medical coverage.

• Company-paid life and AD&D insurance.

• Disability programs.

• Partially paid sabbatical program.

• 401(k) employer match.

• Stock purchase options.

• Employer-funded retirement account.

• A flexible, inclusive, and collaborative work environment.

• Support for career growth.