Customer Support Specialist

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

📋 Description

• Answer incoming client and member calls within 2–3 rings or escalate as necessary.

• Accurately document all service requests in the CRM on the same day the activity occurs.

• Verify and update member contact information and benefit details using relevant resources.

• Follow up on outstanding service cases every 3–4 business days, ensuring the CRM is current.

• Provide clear, accurate education on benefits and support with claims and appeals to members.

• Aim to close an average of 8 cases per day, totaling 40 cases per week.

• Uphold professionalism, confidentiality, and adhere to privacy regulations.

• Proactively communicate with clients and team members to set and manage expectations.

• Support internal performance objectives and collaborate positively with team colleagues.

• Follow punctuality, internet usage, and time-off request policies diligently.

• Maintain necessary licensure when applicable, and keep up with continuing education credits.

• Comply with all Brinson Benefits' standards for performance, privacy, and customer service.

⛳️ Requirements

• Bachelor’s degree in Communications, Marketing, Healthcare Administration, or a similar field.

• Minimum of 1 year of experience in a U.S. healthcare, insurance, or employee benefits-related position.

• Exceptional written and verbal English skills; Spanish proficiency is advantageous.

• Availability to work during U.S. CST hours (night shift in Philippine time).

• Basic math and calculation abilities are necessary.

• Proficient in Microsoft Office Suite (Word, Excel, Outlook).

• Comfortable using Microsoft Outlook for email and calendar management.

• Familiarity with CRM systems and customer service tools is required.

• Basic technical skills and ability to navigate general systems effectively.

🏝️ Benefits

• Permanent remote work arrangement.

• Company-provided equipment.

• Internet stipends upon regularization.

• HMO coverage.

• PTO credits and service incentive leaves.

• Major company live events in spring and winter.

• Monthly virtual events to appreciate employees.

• Career skills training courses provided by the company.

• A company culture dedicated to your personal and professional development.