Benefits Service Center Specialist

OVERVIEW

Benefits Service Center Specialist

Location: Remote

About Alera Group

Founded in 2017, Alera Group is one of the nation's leading independent insurance and financial services firms. We combine the strength of a national organization with the personalized service of local experts to help clients succeed across Employee Benefits, Property & Casualty Insurance, Retirement Plan Services, Wealth Services, and Human Capital Solutions.

Why Join Alera Group?

• Collaborate with purpose - Work alongside colleagues who believe the best results come from strong partnerships, shared expertise, and supporting one another.
• Build your career - Expand your expertise through meaningful work, continuous learning, and opportunities to grow across a national organization.
• Make an impact - Help clients navigate complex challenges while contributing to solutions that make a difference for their businesses, employees, and communities.

The Opportunity

The Service Center Specialist provides exceptional client support and customer service through handling inquiries, resolving issues, and delivering accurate information promptly. This role serves as the primary point of contact for clients and ensures a positive client experience through professionalism, responsiveness, and expertise. The Specialist works closely with the Service Center Team Leader to achieve team objectives and uphold service quality standards.

RESPONSIBILITIES

Responsibilities

Client Support & Issue Resolution

• Responds promptly and professionally to client inquiries via phone, email, or chat, resolving issues effectively and accurately.
• Documents client interactions thoroughly in the CRM system and escalates complex issues appropriately to the Team Leader.

Quality Assurance & Compliance

• Maintains adherence to service center standards, protocols, and compliance requirements.
• Participates actively in quality assurance reviews and ongoing training sessions to ensure high-quality client interactions.

Knowledge Management & Information Accuracy

• Keeps informed of product and service updates, regulatory changes, and internal procedures.
• Provides accurate and timely information to clients, ensuring clarity and reliability in communications.

Collaboration & Team Engagement

• Works collaboratively with team members and Team Leader to meet service level agreements (SLAs) and client expectations.
• Actively participates in team meetings, training sessions, and continuous improvement initiatives.

Operational Efficiency

• Efficiently manages workload and tasks, utilizing call center technologies and CRM systems to document interactions, resolve issues, and track outcomes.
• Identifies opportunities for process improvement and efficiency enhancements.

QUALIFICATIONS

Qualifications

• High school diploma required; Associate's or Bachelor's degree preferred.

• Minimum of 1-2 years of experience in a customer service or call center environment.

• Proven experience in employee benefits claims and/or benefits account management

• Proficiency in Microsoft Office Suite and familiarity with CRM systems.

• Strong verbal and written communication skills.

Compensation

• Hourly Range: $21.00-$22.25 hourly

Benefits

Eligible colleagues enjoy a comprehensive benefits package including:

• Medical, dental, and vision insurance
• Life and disability coverage
• 401(k)
• Generous paid time off
• Professional development and career growth opportunities

ADDITIONAL INFORMATION

Work Arrangement

This position is Remote.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.

Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process.

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Location Type

Remote