Hub International Client Care Advocate in Raleigh, North Carolina
At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture.
General Description (Summary, Scope, Purpose)
HUB International’s Client Care Advocate (CCA) is the first level and primary customer facing service interface for our customers. The position requires a high degree of customer service, problem solving, and communications skills and works under the direction and supervision of the Client Services Manager (CSM). This position is part of the Client Services organization and supports HUB’s clients and their employees, by resolving all service matters. The CCA also acts as HUB’s liaison with the insurance carriers for all matters relating to the servicing and maintenance of HUB’s client base.
Typical functions for this role includes but are not limited to processing and answering customer requests for services and complaints, ensuring prompt resolution of problems, managing service response escalations both internally and from the various insurance carriers for employer/client health plans, and capturing all service related activities in the Benefit Point agency management software.
The primary goal for the CCA role is to support the Client Service operations and effectively service and maintain HUB’s client relationships.
Essential Duties and Responsibilities
Works directly with clients and employees to answer questions and resolve their issues.
Loads and maintains all service activities in Benefit Point.
Resolves enrollment and termination issues.
Acts as a liaison with insurance carriers to resolve claim issues, billing issues, and other service matters.
Provides members with assistance for appeals and other service matters.
Answers or escalates questions to obtain accurate answers related to legislation and benefit laws regarding HIPAA, COBRA, and FMLA.
Works with service teams and service team members to ensure continuity of work flow and processes between teams and to make sure adequate support, coverage and backup are in place at all times.
Maintains an assigned book of cases and stays in regular contact with all key client contacts to build solid relationships.
Proactively calls key contacts to check-in and for fact finding.
Assists with the training of new hires in their duties.
Prepares reports giving details of complaints and service requests on a monthly basis.
Shares new and unique information with other HUB service team members.
Maintains organized filing systems and timely submits all employee paperwork
All other duties and special projects as assigned
The candidate must be able to operate both independently and in a team setting. She/he must be organized with heavy attention to detail. She/he must have a client service mentality with active listening skills and able to effectively communicate with our clients, team members, and management. The candidate must also be proficient with using Microsoft Office products especially Excel, Outlook, and Word.
Ideal candidate exemplifies these skills: Analytical, organized, relationship oriented, technical, independent thinker, ability to multi-task, team player, communication skills, flexible, collaborative
Bachelor's degree, business or finance preferred
Licenses and Credentials
Must have or be willing to obtain a North Carolina Life and Health Insurance Licenses within 60 days of employment
Knowledge & Experience
1+ year of group health and employee benefits including ancillary coverage such as life, disability, and dental insurance is preferred.
The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements.
Department Account Management & Service
Required Experience: 2-5 years of relevant experience
Required Travel: Negligible
Required Education: Bachelor's degree (4-year degree)
HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here athttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.
We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the US Recruiting Team toll-free at (844) 300-9193 orUSRecruiting@hubinternational.com. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Hi, we’re HUB.
In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.
When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.
And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.
About HUB International
Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.