Custom Benefit Consultants, Inc.

Compensation

Full Description

Job Overview for Senior Client Service Specialist – Large Group (Fully Remote) Join CBC, a licensed life and health agency and third-party administrator that partners with employers nationwide to simplify benefits administration and enhance the employee experience. The Senior Client Service Specialist serves as the primary service expert and escalation point for large group clients while remaining actively engaged in day-to-day contact center support. This role bridges frontline service delivery and strategic account support by handling complex client inquiries, managing direct HR contact interactions, and serving as the internal subject-matter expert for large group benefits administration. Unlike traditional Client Service Specialists, this role owns direct HR relationships, participates in and leads client meetings, and provides real-time guidance to other specialists. Unlike Account Managers/Client Success Managers, this role remains hands-on in service execution, including taking inbound interactions through the contact center. This position partners closely with Account Managers/CSMs to ensure seamless service delivery, issue resolution, and a consistent, high-touch client experience. Why Join Us? Fully Remote – Work from Anywhere! Career Growth & Development – Opportunities to expand your expertise in benefits administration. Core Responsibilities 1. Large Group Client Service Ownership • Serve as the go-to service expert for all assigned large group clients • Manage direct service interactions from large group HR contacts via: • Email • HRIS/benefits system inboxes • Scheduled and ad-hoc client meetings • Respond to complex benefits, eligibility, enrollment, billing, and carrier inquiries • Ensure issues are resolved accurately, timely, and in alignment with SLAs 2. Contact Center Support (Hands-On) • Continue to take inbound service interactions through the contact center • Handle advanced or complex calls routed via skills-based routing • Serve as an escalation resource when other Client Service Specialists need support • Ensure consistent service quality across all interaction channels 3. Internal Subject Matter Expert & Peer Support • Act as the primary point of escalation for large group service questions from Client Service Specialists • Coach and guide peers in real time on: • Large group benefits nuances • System workflows • Carrier rules and compliance considerations • Help reinforce best practices and standardized processes across the service team 4. Client Meetings & Strategic Support • Participate in and, when appropriate, lead client meetings related to: • Service issues • Enrollment preparation • Post-enrollment follow-ups • Ongoing service optimization • Support Account Managers/CSMs by translating client strategy into executable service actions • Prepare service-related documentation, summaries, and follow-up items 5. Process Excellence & Continuous Improvement • Identify recurring service issues, gaps, or inefficiencies • Recommend improvements to workflows, documentation, or training • Ensure CRM, case management, and benefits systems are accurately updated • Support service audits, renewals, and compliance deliverables What This Role Is / Is Not This role IS: • A senior, trusted service authority for large group clients • A hybrid of direct client service + internal leadership • A key partner to Account Managers/CSMs This role is NOT: • A sales or renewal ownership role • The primary relationship owner (that remains with the AM/CSM) • A purely escalations-only or non-production role Qualifications & Skills: • 3–6+ years in employee benefits administration or large-group client service • Proven experience supporting large or enterprise employer groups • Strong knowledge of: Medical, dental, vision, life, disability, voluntary benefits, ACA, ERISA, COBRA, HIPAA (working knowledge) • Comfortable balancing: Contact center production, Direct client ownership & Peer mentorship • Confident leading conversations with HR leaders • Proficiency in benefits platforms (Workday, Employee Navigator), CRM tools, and Excel-based reporting. • A natural ability to manage relationships, solve problems, and communicate clearly and professionally. • A high level of organization, accountability, and common sense — you can balance multiple clients, projects, and deadlines with ease. • Ability to work independently in a fully remote environment. This is a fully remote position with the opportunity to work with large employer groups and make a meaningful impact in benefits administration. If you’re a proactive professional who thrives in a fast-paced environment, we’d love to hear from you! Job Type: Full-time Pay: $28.84 - $33.65 per hour Expected hours: 40 per week Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance People with a criminal record are encouraged to apply Work Location: Remote