Employee Response Center Specialist

Position Summary: Responsible for the daily activity of the Employee Response Center policies and procedures and answering client employee calls regarding their benefit programs. Works with a variety of enrollment tools including paper and electronic. The ERC Specialist is also back up for the COBRA administration team.

Essential Tasks:

• Answer and advise clients (employees, retirees, and dependents) questions regarding their benefit plans as appropriate.
• Research questions and issues as necessary including discussion with appropriate Carriers and Producer teams.
• Assist with client (employees, retirees, COBRA participants, dependents) enrollment into the appropriate enrollment tool (paper or electronic).
• Log all activity into designated software for reporting purposes.
• Ensure that all client requests (calls, voicemails, emails, etc.) are answered within 3 business hours. (i.e. voicemail is left at 5:30pm on Friday, call must be returned by 11:00am on Monday.)
• Responsible for the overall accountability for the performance of the Employee Response Center in any and all manners that the client and Higginbotham agree.
• Assist with COBRA Administration as needed.
• Build and maintain processes and templates (with Director’s assistance) to complete tasks more efficiently and effectively.
• As time allows, assist and cross train on other team functions.
• Assist with marketing Higginbotham’s products and services to clients and prospects as requested.
• Assist Director of HR Technology with other projects as requested.
  
  

Core Competencies:

• Leadership: Display leadership skills and ability to motivate fellow employees (If applicable)
• Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner
• Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly
• Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences
• Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively
• Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals
• Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction
• Dependability: Acknowledgment of the importance of being present and punctual.
• Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcome
• Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously
• Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment
  
  

Experience and Education:

• High school graduate
• Three (3 ) or more years of employee benefits and insurance experience.
  
  

Licensing and Credentials:

• Active General Lines or Life & Health Insurance License is preferred
  
  

Systems:

• Proficient with Microsoft Excel, Word, PowerPoint, and Outlook
• Applied Epic experience preferred, but knowledge of similar Account Management System (AMS) is acceptable
  
  

Physical Requirements:

• Ability to lift 25 pounds
• Repeated use of sight to read documents and computer screens
• Repeated use of hearing and speech to communicate on telephone and in person
• Repetitive hand movements, such as keyboarding, writing, 10-key
• Walking, bending, sitting, reaching and stretching in all directions
  
  

Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Higginbotham Insurance Agency, Inc., and our partners, will not accept unsolicited potential placements from any source other than directly from the candidate or a vendor partner under MSA with Higginbotham. Please do not contact or send unsolicited potential placements to our team members.