Client Service Associate, Customer Service

About the position Covala Group (part of NFP Corp) is a proven enroller and administrator of voluntary, supplemental and individual disability benefits for large employers. Since 1993 we have connected employees of our clients to over $4.5 billion of income protection. We have also assisted Fortune 500 companies in the development and implementation of group life insurance, corporate owned life insurance, and long-term care programs. Our name, Covala, was inspired by the covalent bond, the strongest type of chemical bond there is. Covala embodies our dedication to forming powerful bonds with our clients and plan participants — connecting them to the benefits they need and the service they deserve. The Client Service Associate, Customer Service position is an integral part of a 6-person team. The role is central within the organization and is responsible for ensuring our clients' satisfaction and success throughout their benefits enrollment journey. You will be responsible for providing expert Long-Term Care (LTC) and Individual Disability Insurance (IDI) benefit enrollment guidance and delivering exceptional customer service to employees of our corporate clients. The individual in this position will participate in company-wide projects that involve working with different teams. Key personality traits for success include high energy and drive, the ability to work on a team and a questioning mind. This is an excellent opportunity for a motivated individual to contribute meaningfully to a growing business and gain valuable experience. Candidates for this position may be considered for a hybrid work arrangement or a fully remote setup, based on their preferences and the needs of the role. While the role is designed to accommodate flexibility, there may be occasional training sessions or meetings held either in-person or virtually to ensure a well-rounded onboarding and skill development experience.

Responsibilities

• Deliver exceptional customer service to address phone and e-mail inquiries, resolve issues, and provide timely assistance to LTC/IDI policy owners throughout the client lifecycle.
• Proactively anticipate customer needs and provide proactive solutions to enhance overall customer satisfaction.
• Act as a liaison between customers and internal Covala teams, ensuring seamless communication and efficient issue resolution.
• Hold (or be available to obtain upon hire) a valid insurance license (Life and Health with LTC state certification) to enroll employees in various benefits packages, ensuring compliance with relevant regulations and industry standards.
• Educate employees of our corporate clients on available LTC benefit options, coverage details, and plan features to facilitate well-informed decision-making.
• Provide personalized support by guiding employees through the selection of benefit plans and successfully executing the enrollment process.
• Develop a deep, ongoing understanding of the products and services Covala Group supports to confidently address customer inquiries.
• Collaborate with other teams to provide valuable insights for process enhancements based on experience and customer feedback.
• Stay updated with industry trends, regulations, and best practices in employee benefits enrollment and customer success management.

Requirements

• Prior experience in account management, customer service, or a similar client-facing role.
• An active insurance license (e.g., Life and Health with LTC state certification) or availability to obtain a license upon hire.
• Advanced proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook); prior experience utilizing Customer Relationship Management (CRM) software a plus.
• A high level of accountability and ownership of work.
• Ability to work on a fast-paced team with specific deadlines.
• Resourcefulness and ability to consult others to get a job done.
• Strong ability to prioritize tasks and manage time.
• A team-oriented, friendly collaborative attitude.
• Ability to embrace change and adjust to evolving business needs.

Nice-to-haves

• Bachelor's degree in Business, Human Resources, or a related field.
• Strong understanding of employee benefits, especially Long-Term Care and Individual Disability insurance.
• Proven track record of successfully managing and growing client accounts, achieving high customer satisfaction, and driving retention.

Benefits

• Competitive salary
• PTO & paid holidays
• 401(k) with match
• Exclusive discount programs
• Health & wellness programs

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