COBRA Customer Service Representative

Description

Job Title: COBRA Customer Service Representative

Job Type: FT

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states — AZ, CT, FL, GA, KS, MA, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV    

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it doesn’t have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees. We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services. 

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The COBRA Customer Service Representative serves as point of contact for participants, clients, brokers, and co-workers related to our COBRA benefit services. The COBRA Customer Service Representative will work closely with COBRA and the Account Management team and reports to the COBRA and Direct Billing Manager.

What You’ll Do

• Acquire necessary technical DOL Code and general employee benefit knowledge regarding COBRA administration and uses this to address client/participant questions and to ensure complete account compliance. Maintain confidentiality of information.
• Provide exceptional customer service to clients. Communicate with participants, clients, brokers and co-workers via phone or other means to answer questions, disseminate or explain information and to address escalations and/or complaints.
• Process/Import COBRA Notification of Qualifying Events and Initial Rights Notices received from clients on-line, fax and email. This includes verifying the accuracy of data prior to entering the data, printing, stuffing, postage, photocopying, sorting/collating verification reports and online filing of completed work. Reach out to client contacts for missing or incorrect data. 
• Send out welcome emails to all new clients, new client contacts, and their assigned brokers. 
• Assist COBRA clients with the online portal. 
• Edit COBRA letters to fit specific situations.
• Store completed documents in the appropriate locations to ensure that information is readily accessible by others.
• Report FSA and HRA account terminations to Enrollment Specialists.
• Manage mail returned to us as undeliverable (e.g., contacting groups for updated addresses, resending mailings, and noting accounts).
• Distribute monthly checks to clients. Assist with payment processing when necessary.
• Perform other related duties, as assigned. May be responsible to assume the primary responsibilities of co-workers during team member absences.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Requirements

Who You Are

• A high school graduate/GED Recipient. A graduate of an associate’s and/or bachelor’s degree is preferred. 
• 1+ years of experience in a clerical or administrative role where customer service was critical. 
• Prior experience in Human Resources/Employee Benefits or group insurance industry is preferred.  Employee benefit knowledge regarding COBRA administration is highly preferred.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual looking to grow personally and professionally.
• Qualified candidates possess above average analytical and problem-solving skills, and attention to detail.
• An individual that understands the value of providing a high level of customer service.

Work Environment

Flores’ standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch. Roles may be approved for other schedules by managers. This role operates in a professional #LI-remote office environment. To be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, KS, MA, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common