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Role Description

The Enhanced Service Specialist I role is responsible for managing complex enrollment processes, maintaining accurate client records, and serving as a key liaison between clients, carriers, and internal teams. The role requires basic knowledge of employee benefits, strong problem-solving skills, and the ability to work independently in a fast-paced environment. The Enhanced Service Specialist I will assist with escalated client issues, assist other associates, including offshore vendor, and contribute to process improvements.

Key Responsibilities

• Advanced Enrollment Management:
  • Process and oversee complex enrollment requests, ensuring accuracy and efficiency in benefit administration.
  • Assist Account Managers by gathering client data (e.g., client questionnaires, census data), creating cases in Salesforce, and ensuring smooth processing in carrier portals.
  • Manage new hire enrollments, terminations, and benefit changes, in Ease and EE Navigator, including handling exceptions and discrepancies.
  • Conduct audits for associates and vendor to ensure enrollment changes are processed accurately.
  • Follow up with carriers regarding enrollment, terminations, billing discrepancies, and paid to date status.
  • Maintain and update client records in Salesforce, Ease, and EE Navigator.
• Client Communication:
  • Provide enrollment and open enrollment, and renewal status updates to Account Managers and clients.
  • Serve as an escalation point for complex client inquiries and resolve issues efficiently.
  • Respond promptly to client inquiries, ensuring clear communication and resolution timelines.
  • Foster and maintain strong relationships with clients and carriers.
• Collaboration & Team Support:
  • Participate in cross-functional projects and initiatives aimed at improving team performance and service delivery.
  • Proactively identify potential client issues and develop solutions to mitigate risks and enhance service quality.
  • Maintain a client-first approach, ensuring satisfaction and long-term retention.

Qualifications

• Minimum of a High School Diploma; advanced education or degree preferred.
• 1 year of experience in employee benefits products such as (group health, dental, vision, life, and worksite) is preferred.
• Proficiency in using Microsoft Office suite and CRM systems (Salesforce), Ease, and EE Navigator.
• Strong verbal and written communication skills.
• Excellent customer service and relationship building skills.
• High attention to detail and problem-solving abilities.
• Ability to manage high workloads and prioritize effectively in a fast-paced environment.
• Strong problem-solving, decision-making, and critical thinking skills.

Requirements

• Remote work is permitted, with occasional in-office attendance required for meetings, training, and team collaborations.
• Full-time position, Monday to Friday, with overtime during peak periods, holidays, and weekends as requested.

Compensation

• Hourly Range: $20.44 - $23.00 per hour.
• Actual compensation may vary from posting based on work experience, education, and/or skill level.
• The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting.
• The Company may ultimately pay more or less than the posted range.
• This range may be modified in the future.

Benefits

• Market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) + match, and life insurance.