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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.