Call Center Representative

Newfront (a WTW company) embraces a flexible work environment and supports employees working remotely, hybrid, or in-office.

SUMMARY: The Call Center Representative position is responsible for providing exceptional customer service and administrative support in a fast-paced benefits environment. This role assists clients with benefit inquiries, enrollment processing, eligibility research, claims support, and open enrollment activities while utilizing internal systems such as Salesforce and SharePoint. The ideal candidate has strong communication, organizational, and multitasking skills with the ability to deliver accurate, timely, and professional service.

FROM THE TEAM: We support one another to help each other grow to ensure we succeed together in supporting our clients. We emphasize the importance of working as a TEAM. We make a difference on a daily basis by providing exceptional service to our clients and their employees. What is most exciting about this position is the variety in the work. No client is the same, so you cannot expect the same resolution will yield the same results each time. Every day provides the opportunity to learn something new, try new things, and have fun! Our best employee in this role has the willingness to learn, attention to detail, ability to meet deadlines, and is dependable.

Reporting to the Administrative Services Practice Lead, this position is an hourly, non-exempt, full-time role. This is a US-remote or hybrid role with the option to work from one of Newfront’s office locations.

What You’ll Be Responsible For

• Assists customers with a wide variety of benefit questions and plan features via internal

• Systems, utilizing Salesforce and SharePoint reference materials.

• Support implementation of new clients to call center processes and systems.

• Support client’s open enrollment setup to call center systems and processes.

• Assist with enrollment processing, research eligibility and enrollment issues, and track new hire processing.

• Guide and instruct clients regarding their online administration systems with new hires, eligibility changes, life events, and open enrollment changes in partnership with internal teams.

• Assist with claims; research and resolve claims issues.

• Update internal systems (ex. SharePoint) with client benefits information.

• Produce monthly utilization reports.

• Assist Senior Management and Account Executives with miscellaneous duties and projects.

• Other tasks, duties or special projects as assigned.

Qualifications:

• Excellent verbal, written and customer service communication skills. Exceptional telephone etiquette in a call-center environment including, but not limited to: listening without interrupting and using a clear and audible voice. Ability to communicate and respond calmly and professionally.

• Ability to be flexible with the ever-changing priorities and deadlines.

• Must work well with others in a fast-paced, customer service oriented environment as well as independently with minimal supervision.

• Proficiency in Microsoft Windows and Office Suite products and use of the internet.

• Utilization of internal systems (Salesforce, SharePoint & Call Center systems) in order to fully service clients.

• Strong organizational and prioritization skills and attention to detail.

• Ability to multi-task efficiently.

• Must be able to screen details and identify potential discrepancies.

• Maintain excellent attendance and punctuality according to department standards.

Preferred Knowledge, Skills and Abilities:

• Insurance industry background or knowledge of group insurance products.

Required Certificates, Licenses, Registration:

• Resident Department of Insurance Life License (required or completed within 3 months of start date).

• Must continue to meet continuing education requirements for CA Department of insurance license renewal.

The pay range for this position in California, Washington, Colorado, and New York at the commencement of employment is expected to be between $48,200 - $86,000. However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at-will position,” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

At Newfront, we are committed to hiring diverse talent and supporting an inclusive workplace environment. If you are excited about a role at Newfront but feel you’re missing a few of the qualifications, we still encourage you to apply and tell us about yourself. You may just be the next Newfront team member that we are looking for! 

Newfront is proud to be an equal opportunity workplace. Diversity is in our DNA and we believe that creating an inclusive workplace elevates the value we are able to bring to our customers and employees alike. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.

If you require reasonable accommodations throughout the application or interview process, please contact us at careers@newfront.com. For information regarding how Newfront collects and uses personal information, please review our Privacy Policy.