Client Advocate

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

📋 Description

• Address and resolve inquiries, issues, and service requests from customers (U1000 lives).

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

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

• Act as the main point of contact for customer inquiries via calls, emails, web chats, and other communication channels.

• Record activities in the CRM system.

• Respond to reporting requests from customers.

• Maintain tracking and reporting systems.

• Identify and promote business changes and ongoing improvements.

• Analyze trends and underlying causes.

• Collaborate with internal partners in Claims, Underwriting, and other departments to discover improvement opportunities.

⛳️ Requirements

• Experience in the Group Employee Benefits Industry.

• Required experience with FMLA and Paid Statutory Leave.

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

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

• Strong problem-solving abilities coupled with high energy and enthusiasm.

• Excellent verbal and written communication skills.

• Demonstrated ability to provide exceptional customer service.

• Capability to influence horizontal processes and process owners.

• Experience in analyzing issues and determining root causes to prevent future occurrences.

• Proficient understanding of systems and technology.

• Ability to thrive in a fast-paced work environment.

• Skill in active listening and responding to customer needs.

• Knowledgeable and service-oriented professional demeanor.

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

• Bachelor’s degree preferred.

🏝️ Benefits

• Discretionary annual incentive award based on individual and overall business performance.

• Generous vacation and sick leave.

• 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.

• Flexible, inclusive, and collaborative work environment.

• Support for career growth.