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Bi-Lingual Enrollment Counselor

Benefitbay

Benefitbay

Legal
United States
Posted 6+ months ago

Job Description: Bi-Lingual Enrollment Counselor

Our Company:

Benefitbay is a SaaS (Software as a Service) company providing a unique insurance platform where brokers, employers and employees can purchase and enroll in individual medical and ancillary products in an easy-to-use employee benefit process. Our platform includes analysis and banking tools to accommodate employers utilizing Individual Coverage Health Reimbursement Arrangements (ICHRAs) to transition to a defined contribution benefit model.

About the Role:

As the Bi-Lingual Enrollment Counselor in our Customer Support department, you will support all aspects of the benefitbay user enrollment experience and user counseling. The primary objective is to ensure the delivery of exceptional customer experiences, education and support, ultimately driving customer engagement and brand loyalty. You will work directly with the Director of Customer Success and Director of Customer Support to develop and implement strategies that improve customer education processes, enhance service quality, and maintain a customer-centric culture within the organization.

The Bi-Lingual Enrollment Counselors will help deliver on the benefitbay reputation as a company that provides exceptional customer experiences during all customer touchpoints including:

  • Customer Chat Interactions
  • Customer Phone Interactions
  • Customer Enrollment Counseling
  • Premium Payment Transaction Processing
  • Employee Product Enrollment Interactions

Essential Duties:

  • Provide guidance, training, and education feedback to ensure each member's experience exceeds expectations.
  • Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth.
  • Share ideas to enhance customer interactions and implement best practices to achieve higher performance levels and improve overall customer engagement.
  • Monitor customer feedback and implement initiatives to address inquiries and feedback effectively.
  • Establish and maintain service level agreements (SLAs) to measure and improve service performance.
  • Oversee the handling of customer inquiries, complaints and escalations to ensure timely and satisfactory resolutions.
  • As the subject matter expert for Bi-Lingual support practices, collaborate with other departments, such as sales and product teams, to effectively address customer needs and requests for service or product improvements.
  • Deliver product feedback to Product / Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions.
  • Organize and conduct regular training sessions to enhance the bi-lingual customer support experience and product knowledge.
  • Prepare and present regular reports on customer service performance, including customer engagement scores, response times, and issue resolution rates.
  • Other duties as assigned.

Do you have what we are looking for?

Benefitbay is a versatile employer that embraces change and has a tenacious desire to find a path to success, even when things are difficult. We work hard each day to deliver excellence to our valued customers. Successful candidates for the role will possess the following:

  • Bachelor’s Degree or equivalent experience
  • A minimum of 2 years of professional experience in health insurance and enrollment counseling within a fast-paced environment, startup, insurance, healthcare or SaaS organization
  • A comprehensive understanding of systems and operations with B2B and B2C products
  • Proven experience in bi-lingual support within customer service or a related field
  • Proven experience working in a remote distributed team
  • Strong understanding of customer service principles, practices, and industry trends
  • Proficiency in using customer service management tools, CRM software, and other relevant technologies (e.g. HubSpot, Aircall, Salesforce, Chat interactions, etc.)
  • Analytical mindset with the ability to interpret data and generate actionable insights and recommendations
  • Capability to solve complex problems, utilizing strong critical thinking and decision-making skills
  • Superior organizational skills, flexible, and able to prioritize multiple projects/activities that can sometimes be ambiguous
  • Proficiency in developing and facilitating training sessions with employers and their members
  • Model a collaborative leadership style with the ability to build partnerships and influence others into action
  • Excellent verbal and written communication skills
  • Outstanding presentation and facilitation skills
  • Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels
  • Strong sense of urgency, self-motivated, positive, high attention to detail, takes initiative, executes, and follows-through
  • Ability to actively lead change initiatives
  • Display the highest ethical standards and ensure that privacy and security practices are always followed
  • Insurance domain knowledge is required, individual and medicare products preferred

Additional Requirements

  • Minimal Travel is anticipated for this role to annual onsite team building and training
  • Location – Remote
  • Active Health and Life Insurance License
  • This role WILL require flexibility of working hours during peak enrollment periods