Client Services Representative
Venbrook is a privately held insurance brokerage and risk management firm providing tailored solutions across employee benefits. The Client Services Representative supports employees and HR contacts with day-to-day benefit inquiries, ensuring a consistent member experience and resolving routine issues while escalating complex matters as needed.
Responsibilities
- Serve as the primary contact for benefit inquiries via phone and email
- Explain coverage, eligibility, and benefit usage in clear terms
- Guide members through carrier portals, mobile applications, and ID card access
- Support employees during open enrollment
- Provide bilingual support in English and Spanish
- Process ID card requests and replacements
- Confirm provider network participation
- Respond to basic claim status inquiries
- Verify eligibility and enrollment changes
- Add or remove dependents
- Provide prescription refill guidance
- Address standard open enrollment questions
- Identify issues requiring escalation
- Route cases to Account Management per internal guidelines
- Ensure complete documentation prior to escalation
- Maintain ownership until successful handoff is confirmed
- Document all interactions and outcomes in the CRM system
- Track open items through resolution
- Partner with Account Managers and Advocacy teams
- Identify recurring issues and share trends with leadership
Skills
- One to three years of experience in employee benefits, insurance
- Bilingual English and Spanish
- Clear written and verbal communication skills
- Ability to manage high call and email volume
- Strong organization and follow-through
- Professional and composed in time-sensitive situations
- Experience in an employee benefits brokerage or consulting environment
- Knowledge of health and welfare benefit plans
- Experience with CRM or benefits administration platforms
- Working knowledge of Outlook, Word, and Excel
Benefits
- 401k with employer match
- Medical, dental, vision, life, and disability insurance
- Paid Time Off
- Paid holidays
- Paid sick leave
- Professional development opportunities
- Flexible work arrangements
Company Overview