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POSITION TITLE: Client Services Representative (CSR) - Employee Benefits

DEPARTMENT: Employee Benefits

REPORTS TO: VP, Employee Benefits

LOCATION: Irvine, CA - Hybrid

CLASSIFICATION: Non-Exempt

COMPANY OVERVIEW:

Venbrook Group, LLC ("Venbrook") is a holding company with subsidiaries engaged in retail broking, wholesale broking, programs, and claims services. Venbrook's team of experts and industry specialists partner with their clients to manage their risks, create security, promote growth, and add value by delivering best-in-class insurance products and programs. Venbrook is headquartered in Los Angeles, with various locations across the country.

Venbrook caters to a national client base across myriad industries with divergent needs. Venbrook is committed to ongoing product innovation, market agility, and strength in our partnerships for risk management solutions that allow you to focus on driving your business forward.

Risk Specialties & Services: Advisory, risk management, insurance brokers, accident & health insurance, property & casualty insurance, employee benefits, surety & title insurance, wholesale insurance, specialty programs, reinsurance, independent field adjusting, catastrophe services, and third-party claims administration.

POSITION SUMMARY:

The Client Services Representative supports employees and HR contacts with day-to-day benefit inquiries in a high-volume, member-facing environment. This role resolves routine issues, escalates complex matters following defined guidelines, and supports a consistent member experience while reducing service interruptions for Client Management teams.

POSITION REQUIREMENTS:

Employee & Member Support: Serves as the primary contact for benefit inquiries via phone and email. Explains coverage, eligibility, and benefit usage in clear terms. Guides members through carrier portals, mobile applications, and ID card access. Supports employees during open enrollment.

Benefits & Claims Administration: Processes ID card requests and replacements, confirms provider network participation, responds to basic claim status inquiries, and verifies eligibility and enrollment changes. Manages dependent additions and removals, provides prescription refill guidance, and addresses standard open enrollment questions.

Issue Resolution & Escalation: Identifies issues requiring escalation and routes cases to Client Management per internal guidelines. Ensures complete documentation prior to escalation and maintains ownership until successful handoff is confirmed.

Documentation & Collaboration: Documents all interactions and outcomes in the CRM system. Tracks open items through resolution. Partners with Client Managers and Advocacy teams. Identifies recurring issues and shares trends with leadership.

KEY RESPONSIBILITIES:

• Serves as the primary contact for benefit inquiries via phone and email.
• Explains coverage, eligibility, and benefit usage in clear terms to employees and HR contacts.
• Guides members through carrier portals, mobile applications, and ID card access.
• Supports employees during open enrollment periods.
• Provides bilingual support in English and Spanish when applicable.
• Processes ID card requests and replacements.
• Confirms provider network participation.
• Responds to basic claim status inquiries.
• Verifies eligibility and enrollment changes.
• Processes dependent additions and removals.
• Provides prescription refill guidance.
• Addresses standard open enrollment questions.
• Identifies issues requiring escalation and routes cases to Client Management per internal guidelines.
• Ensures complete documentation prior to escalation.
• Maintains ownership of escalated items until successful handoff is confirmed.
• Documents all interactions and outcomes in the CRM system.
• Tracks open items through resolution.
• Partners with Client Managers and Advocacy teams to ensure follow-through.
• Identifies recurring issues and shares trends with leadership.

REQUIRED QUALIFICATIONS:

• 1-3 years of employee benefits experience working at an insurance broker required
• Clear written and verbal communication skills
• Ability to manage high call and email volume
• Strong organization and follow-through
• Professional and composed in time-sensitive situations
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel)

EDUCATION & CREDENTIALS:

• Associate's or Bachelor's degree preferred
• Bilingual English and Spanish preferred
• Experience in an employee benefits brokerage or consulting environment preferred
• Knowledge benefit plans preferred required
• Experience with CRM or benefits administration platforms preferred