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About the Role
The Client Representative provides professional administrative support to the account management team, ensuring consistent and efficient delivery of great work to clients. This role requires strong organizational and interpersonal skills to support daily account activities and partner with the account management team for precise execution of client initiatives. The company emphasizes teamwork, mutual support, and making a difference through exceptional client service. The role offers variety and daily opportunities for learning and growth.
Responsibilities
- Handle day-to-day questions and enrollment inquiries from clients in conjunction with the service lead.
- Prepare and distribute compliance deliverables (e.g., 5500s, SPD Wraps, annual notices, ACA).
- Manage and/or respond to escalated and complex client issues with guidance from the service lead.
- Manage enrollment processing and resolve eligibility and enrollment issues.
- Manage client technology solutions in coordination with the technology team.
- Stay current on compliance trends and ensure timely delivery of client notices.
- Review plan documents and benefit attributes for accuracy and manage them within the internal system.
- Process carrier and client contact changes by updating carriers and internal systems.
- Learn to submit marketing requests compliant with established marketing standards.
- Perform and/or manage outsourcing of tasks such as billing audits, data entry, SPD wraps, and contract reviews.
- Prepare client communications (e.g., Open enrollment materials, new hire guides, compliance documents) using available tools and templates.
- Perform general administration and data entry as directed by the Manager, Client Services.
- Occasionally attend and participate in client renewal meetings.
- Potentially mentor and train the next level down on daily tasks.
- Perform other tasks, duties, or special projects as assigned.
Requirements
- Minimum 1-2 years of benefits experience is required.
- Solid communication skills: written, public speaking, and presentation preparation.
- Excellent customer service in a virtual setting, including listening without interrupting, using a clear and audible voice, and responding calmly and professionally.
- Proficient knowledge and use of Microsoft Office and intermediate complexities of features.
- Ability to learn and adopt use of technology systems and software applications.
- Works well with others in a fast-paced environment and is responsive to co-workers and colleagues.
- Must also work independently, with minimal direction.
- Adaptability and flexibility to respond to client and team needs.
- Ability to ask questions, take initiative, and utilize resources and tools.
- Strong time management skills and ability to manage competing priorities and high volumes.
- Strong organizational skills and attention to detail; ability to screen details and identify potential discrepancies.
- Ability to review internal and external deliverables to ensure accuracy.
- Basic project management skills and systems knowledge.
- Ability to forge relationships and build trust with clients, carriers, and colleagues.
- Vast sense of curiosity and willingness to learn industry knowledge and trends.
- Benefits experience at a brokerage is a plus.
- Resident Department of Insurance Life License (required or completed within 3-6 months of start date).
Skills
- Microsoft Office
- Customer Service
- Communication
- Time Management
- Organizational Skills
- Attention to Detail
- Project Management
- Technology Systems Adoption
Location
- Remote
- In-person
- Office
Work Type
- Hybrid
Experience Level
- 1-2 years of benefits experience
Salary/Compensations
- $68,000.00 - $88,000.00 USD annually
- Eligible for an annual short-term incentive bonus
Benefits
- Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
- Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
- Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.
About the Company
- WTW provides a competitive benefit package.
- At WTW, we trust you to know your work and the people, tools and environment you need to be successful.
- The majority of our colleagues work in a "hybrid" style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients.
- Our flexibility is rooted in trust and "hybrid" is not a one-size-fits-all solution.
- We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements.
Equal Opportunity
- Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.
- EOE, including disability/vets