[Remote] Customer Support Operations Specialist

Note: The job is a remote job and is open to candidates in USA. Alera Group is a rapidly growing company that specializes in Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. They are seeking a Customer Support Operations Specialist to provide employee benefits support, manage cases, and collaborate with business consultants to ensure service excellence.

Responsibilities

• Provide employee benefits support, handling inbound and outbound calls and emails, managing cases, and ensuring accurate and timely processing of employee accounts in HR, Lumity, and carrier systems
• Support business consultants and employer groups, proactively collaborating to resolve employee issues, meet service-level expectations, and identify potential downstream impacts
• Manage fluctuating support volumes, especially during Open Enrollment, by multitasking across multiple systems and escalating issues internally as needed to ensure service excellence

Skills

• Ability to obtain and maintain Life/Health Agent licenses
• Customer service experience in a professional or corporate environment
• Proficiency with spreadsheets, Gmail, chat and call center tools
• Ability to navigate multiple systems and carrier platforms simultaneously
• Strong verbal and written communication skills
• Proven critical-thinking ability to identify issues, analyze information, and clearly communicate relevant details

Benefits

• Medical
• Dental
• Life and disability insurance
• 401k
• Generous paid time off
• Much more

Company Overview