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Associate Client Service Representative
Marsh & McLennan Companies
King of Prussia, PA, United States
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Description
As a member of the COBRA team, the Associate Client Service Representative is essential to achieving a high level of client satisfaction and retention within the COBRA department. The primary responsibility of this role is to ensure ongoing compliance of all COBRA regulations within the design, implementation and continuing service phases of the various COBRA eligible benefit plans.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:
• Support client project activity (ex. implementation, annual renewal, ongoing administration, etc.), manage timing, document process and procedures, and collaborate across the cross-functional team required to support our clients;
• Participate in client meetings and presentations;
• Assist in gathering clients’ plan requirements to support the creation and documentation of internal specifications, test plans, training materials, and procedures all in compliance with current COBRA regulations;
• Manage solutions already in place for client issues such as late notifications, COBRA election materials, and appeal support;
• Follow documented standards and best practices related to annual renewal deliverables, such as meetings, applications, election forms, COBRA plan information, and materials for clients and their respective former employees;
• Maintain client plan materials such as election forms and plan information;
• Distribute proper communication to clients and their employees regarding COBRA regulations;
• Respond timely and consistently to all client inquiries while establishing expectations for a trusted partnership;
• Ensure that all COBRA related client data is processed correctly in all Trion systems and meets specified quality standards, update information to vendor carriers as needed;
• Adhere to Trion’s internal and external compliance and security processes;
• Proven ability to effectively handle client issues and only escalate when necessary;
• Summarize and report project status to Team Supervisor and Team Manager;
Assist with special projects as determined by Team Supervisor and Team Manager
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.
Qualifications
• High school diploma or GED equivalency is required, college degree preferred;
• Minimum of 1 year demonstrated client services experience is required;
• Proficiency in the Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook is required.
• Experience interacting with a third party administrator, benefits brokerage, health and welfare consulting, health care, or insurance related industry is highly preferred.
• Related exposure to COBRA, Benefits Administration, Spending Accounts, HRIS, and/or Payroll environments is a plus.