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 — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY.
Job Summary
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 Manager or COBRA Supervisor.
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 our company’s core values.
Who You Are
- A high school graduate/GED recipient. A graduate of an associate’s and/or bachelor’s degree is preferred.
- Someone with at least 1 year of professional work experience, preferably with phone customer service experience in a call center or high call volume environment with administrative or data processing responsibilities.
- COBRA knowledge highly preferred.
- Experience using the Alegeus system is 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.
- A qualified candidate who possesses above average analytical and problem-solving skills.
- Someone with the ability to process and manipulate data in a variety of formats while ensuring accuracy and data integrity.
- An individual that understands the value of providing a high level of customer service.
Work Environment
After successful training this person will work Monday through Friday, 8:30am to 5:00pm ET with a one-hour lunch break. 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 — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY. 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 programs often used are Outlook, Word, and Excel. This position frequently communicates with FloresHR team members and candidates and must be able to exchange accurate information clearly in these situations.
How We Support Our Team
At FloresHR, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!
- Competitive Benefits – FloresHR offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
- Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
- Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.
Our Core Values & Diversity Focus
Our vision is to be the most admired benefits partner, and our core values and beliefs are:
- We believe in always doing the right thing.
- We believe that a remarkable service experience is possible.
- We believe in trusting one another as an operating philosophy.
- We believe that high performance teams deliver extraordinary results.
- We believe in building benefits technology that converts the complex to easy.
- We seek to empower, empathize, and respect our team members and our world.
FloresHR is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.
