Client Service Specialist, Pre- and Post-Sale

Job Responsibilities

  • Thoroughly reviews and reconciles group health applications in preparation for submission to carrier underwriting. Verifies participation, collects applications or waivers for all eligible individuals and ensures that employer-level documents are satisfactorily completed.  Requests missing information diligently from brokers until complete.
  • Submits new business applications to our carrier partners and follows-up until complete, informs approproriate parties of carriers decision and updates our CRM at each phase.
  • Enters data in carrier portal as needed to facilitate application completion with an extreme level of detail and accuracy.
  • Review individual medical and Medicare applications for completeness and accuracy.  Ensures that all required documents are completed and that the applications are submitted within the proper enrollment periods.
  • Support our various insurance software technical platforms by providing guidance to brokers (and possibly employers) in how to set up, navigate, and maintain the data. This will be for both pre and post sales user (or potential user) questions. Act as a ‘Super User’ to our clients.
  • Provide pre-sales brief live software program demonstrations by phone in support of sales to brokers to show them the basic daily usage of the system. Explain onboarding, initial case review, implementation, and enrollment.
  • Provide post-sales support to all brokers and clients by phone and email daily to answer questions related to plan coverage, member issues with billing, COBRA, State Continuation, business renewals such as plan alternatives and network related questions, etc.
  • Questions related to details of plans which include Group Medical, Individual Health Plans, Ancillary plans such as Dental, Vision, Life, STD and LTD, Wellness, etc., and Medicare will be researched and answered. The inquiries may be related to existing business, new business processes, technology applications, product information, proposals, or renewals.  
  • Provides exceptional service and maintains highly effective relationships with Flex Sales Representatives, brokers and their staff.  Researches and responds to brokers’ questions.  Responds to phone calls and emails from brokers and carriers promptly regarding new business submission. 


Education, Skills, and Experience

  • High School degree with additional specialized training in related industry and database use.
  • Bachelor’s degree preferred.
  • Strong proficiency of at least 2 years with Microsoft applications, especially Outlook, Word, Excel, and PowerPoint.
  • 3 – 5 years’ experience in a Customer Service or Sales Support environment with high volume phone and email communications (up to 40 phone calls and 40-50 emails daily in busy season).
  • 1-2 years’ experience in health insurance or related industry supporting different plans a plus.
  • 1-2 years’ experience with navigating and explaining database applications to users a plus.
  • Expertise in multi-tasking, organizing, and prioritizing.
  • Excellent communication skills, both written and verbal using good spelling and grammar, must be comfortable presenting to various audiences.
  • Strong attention to detail.
  • Ability to master tasks and identify ways to streamline processes and procedures to continually improve efficiencies.


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