Senior Client Care Specialist (Hybrid)

About Exude, A Division of Patriot Growth Insurance Services: Founded in 1996, Exude is a full-service employee benefits consulting firm with a mission to change the lives of people who are changing the world. We partner with purpose-driven organizations to help them fulfill their missions by supporting their people. That’s not just a tagline-it’s a promise we take seriously. At Exude, we work collaboratively with our clients to understand their goals and challenges, and we develop innovative, tailored solutions that empower their teams. Our approach is rooted in advocacy, service, and a deep commitment to putting our clients and their employees first.

Over the past 27 years, we’ve grown significantly, but our service-based philosophy remains at the heart of everything we do. Our clients rely on us not just for our expertise, but for our unwavering dedication to their success.

If you're passionate about making a meaningful impact and want to be part of a team that values purpose, partnership, and people-we’d love to hear from you.

Position Overview: The Senior Client Care Specialist delivers exceptional service to Exude’s clients and their employees by resolving complex service issues, supporting renewals, and providing proactive communication. This role supports clients of varying size and complexity, partners closely with Consultants and Account Managers, and serves as a senior resource to the Client Care team to ensure high client satisfaction and retention.

Work Arrangement: This is a full-time hybrid position supporting our office located at 325 Chestnut Street Suite 1000, Philadelphia, PA.

Professional Responsibilities:

• Provide high-level client service to large and mid-sized clients, resolving complex claims, billing, and benefits issues.
• Serve as an escalation point for advanced service matters; identify root causes and recommend process improvements.
• Support client renewals by assisting with employee communications, open enrollment preparation, and delivery of in-person and virtual meetings.
• Create and present employee-facing education related to benefits, including HSAs, HRAs, and FSAs.
• Coordinate with insurance carriers, TPAs, vendors, and healthcare providers to resolve client and employee concerns.
• Perform billing reconciliation, census audits, and maintain accurate documentation.
• Provide guidance and support to junior Client Care Specialists and assist leadership with coaching efforts.
• Participate in open enrollment support during peak seasons, including travel to client locations as needed.
• Maintain confidentiality, comply with data security standards, and support special projects as assigned.

Qualifications and Requirements:

• 3-5 years of customer service experience in a benefits, insurance, or related professional services environment.
• Bachelor’s degree in HR, Health Policy, Risk Management/Insurance, or a related field preferred (or equivalent experience).
• Prior experience supporting complex client accounts and high-volume service requests.
• Active Life, Acciden