Client Advocate at Hilb Group in Hunt Valley MD

Summary: Hilb Group is a company that values its associates and promotes a service-driven culture. They are currently seeking a motivated Client Advocate focused on handling transportation accounts, responsible for resolving claims issues and ensuring client satisfaction. Responsibilities: - Resolve claims issues and benefit questions to support client Human Resource Department and to ensure overall client and employee satisfaction - Respond to incoming employee phone calls and email inquiries - Answering employee benefit questions - Resolving complex claims questions and issues promptly and efficiently - Work diligently with insurance carriers and administrative vendors to resolve enrollment and other issues - Identify trends and propose process resolution and/or implement new processes as needed - Maintain high service levels and low abandon rates on customer service calls - Maintain log of all incoming calls/inquiries with status and resolution - Respond to assigned employee inquiries (phone calls and emails) within 24 hours of receipt - Work with internal Consultant/Account Management staff as needed to resolve customer service issues - Maintaining ongoing dialogue with client HR staff, Consultant/Account Management staff, and external carriers/vendors as needed through issue resolution - Document all processes and procedures for claims resolutions - Complete special projects upon request - Assist with testing client open enrollment portals/platforms - Work with outside enrollment vendors and insurance carriers to ensure overall client satisfaction - Become knowledgeable of carrier/vendor’s systems as applicable to accomplish core job responsibilities - Acquire applicable knowledge of carrier/vendor portals and enrollment systems to assist client with high-level concerns and issues - Resolve high-level customer enrollment and reinstatement issues Required Qualifications: - High school diploma required; some college preferred - 1-2 years' industry experience - Demonstrated work experience in a corporate environment - Strong professional phone skills and Microsoft Office Suite skills - Strong communication and customer service skills - Ability to handle multiple tasks and organize workload - Demonstrated ability to work independently - Demonstrated ability to solve complex problems - Detail oriented - Team player - Positive manner Required Skills: Microsoft Office Suite, Claims Resolution, Employee Benefits, Insurance Carrier Systems, Enrollment Systems Benefits: Company Paid Life Insurance, Long-Term and Short-Term Disability., Medical, Dental, Vision and FSA/HSA plans., 401(k) with company match., Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits., Generous PTO.