Client Account Representative I

Summary

Employee Benefits Corporation is a national third-party administrator delivering consumer-driven benefit solutions through technology and client service. The Client Account Representative I serves as a primary point of contact for clients and brokers, resolving inquiries, managing service issues, maintaining CRM records, and coordinating internal resources to support accurate and effective client service.

Responsibilities

• Serve as primary point of contact and organization resource for assigned clients and various brokers
• Establish rapport and trust with all clients, ensuring a high quality and meaningful experience is delivered with every interaction
• Facilitate resolution of service issues of specific clients in a professional manner utilizing interpersonal skills including diplomacy, tact and a concern for the client’s needs
• Obtain and maintain current and ongoing product and regulation related knowledge at a level of proficiency to resolve client requests and inquiries
• Collaborate and engage with organizational resources to ensure accurate and effective client data exchange, issue resolution and service
• Maintain and proactively manage CRM database, documenting each customer interaction and action item in a timely, compliant manner and in adherence with department standards
• Monitor departmental email Help Desk inbox, delegating and assigning tasks and work accordingly, utilizing discretion and independent judgement

Skills

• This person may work in our Middleton, WI office, fully remote from their home office (Wisconsin only), or a combination of the two depending on availability
• Please note that this person must work either 8am-5pm or 10/10:30am-7/7:30pm
• Associate degree in Business or related field; may be substituted by two years directly related experience
• Two years' experience in a customer-centric role
• Ability to remain calm when dealing with challenging clients
• Ability to articulate relevant information in an organized and concise manner
• Demonstrated experience de-escalating client issues
• Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
• Strong attention to detail and critical thinking skills to help manage difficult situations
• Demonstrated effective listening, verbal and written communication skills , utilizing proper grammar, syntax and excellent business acumen
• Demonstrated ability to develop, maintain and foster relationships at all levels of the organization
• Successful experience coordinating activities and tasks of a variety of resources towards a specific business goal
• Strong organizational and time management skills with proven ability to multitask in a high paced environment
• Self-motivated and able to resolve issues independently
• Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
• Basic proficiency with Microsoft Outlook, Word and Excel
• Bachelor degree
• Experience working with a Customer Relationship Management system (CRM)
• Knowledge of COBRA and tax advantaged benefit programs
• Previous customer service experience in Benefits Administration, working with insurance brokers and/or carriers, or in the health insurance industry

Qualifications

Must Haves

• This person may work in our Middleton, WI office, fully remote from their home office (Wisconsin only), or a combination of the two depending on availability
• Please note that this person must work either 8am-5pm or 10/10:30am-7/7:30pm
• Associate degree in Business or related field; may be substituted by two years directly related experience
• Two years' experience in a customer-centric role
• Ability to remain calm when dealing with challenging clients
• Ability to articulate relevant information in an organized and concise manner
• Demonstrated experience de-escalating client issues
• Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
• Strong attention to detail and critical thinking skills to help manage difficult situations
• Demonstrated effective listening, verbal and written communication skills , utilizing proper grammar, syntax and excellent business acumen
• Demonstrated ability to develop, maintain and foster relationships at all levels of the organization
• Successful experience coordinating activities and tasks of a variety of resources towards a specific business goal
• Strong organizational and time management skills with proven ability to multitask in a high paced environment
• Self-motivated and able to resolve issues independently
• Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
• Basic proficiency with Microsoft Outlook, Word and Excel

Nice to Haves

• Bachelor degree
• Experience working with a Customer Relationship Management system (CRM)
• Knowledge of COBRA and tax advantaged benefit programs
• Previous customer service experience in Benefits Administration, working with insurance brokers and/or carriers, or in the health insurance industry

Benefits

• A welcoming, collaborative team culture where every voice matters
• Comprehensive benefits, including employee ownership
• Continuous learning and career development to help you grow as we invest in future-ready solutions and seamless user experiences
• Flexible work options designed to support a healthy work-life balance