Remote Customer Support Specialist Jobs in Springfield, MA

Who We Are:

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

American Benefits Group (ABG) is one of the nation’s leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. Over the course of the past 30 years we have grown considerably and we are looking to grow our team even further. We are transforming the benefits administration industry with empowering technology and a world class customer service experience. Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures. Every employee at ABG maintains a laser focus to exceed client expectations every day. Our people are what make us successful and we are looking for qualified candidates to join our team as a COBRA Support Specialist. The COBRA Support Specialist plays a key role as the first point of contact with ABG for many of our clients, brokers and participants. 

Who are we looking for:

This position is perfect for you if you enjoy helping others. We’re looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful. 

This is a full-time opportunity open to a remote ET schedule M-F (8:30 AM-5:00 PM) 

Job Summary: 

The COBRA Specialist supports and services COBRA & Direct Billing participants, as well as clients and brokers by providing COBRA Administration in accordance with federal COBRA regulations.

Some of the core behaviors our ideal candidate will demonstrate are:

• Communicating complex issues clearly and simply
• Proactive follow-up
• Delivering legendary customer service
• Relentless about improvement 

The core competencies of this position are:  

• Customer Support
• Membership Changes 

Customer Support 

• Punctually logs in at their assigned phone shift and maintains available status outside of breaks and lunches. 
• Promptly answers incoming calls and e-mails to provide support to clients, brokers, and participants
• Accurately & confidently explains COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage. 
• Assist clients, brokers and participants with navigating the COBRA & Direct Billing Portal 
• Remains familiar with reporting functionality and assists clients and brokers with running and interpreting reports in the COBRA & Direct Billing Portal. 
• Document all interactions in the phone system & SharePoint immediately after calls & emails 
  Keeps organized notes of calls requiring follow-up and takes ownership until resolution is reached
• Maintain a strong working knowledge of COBRA and stay current with law and regulation changes
• Confidently handles complex issues and collaborates with other team members to come to the best resolution
• Tactfully addresses sensitive participant matters.
• Documents urgent reinstatement requests according to department procedure and timely follows up on requests as stated until completed. 
• Consistently follows-through and follows-up on requests until resolved
• Take initiative to use available resources to problem-solve and escalate when appropriate 
• Appropriately redirect calls and emails to other departments as needed
• Assumes other duties as assigned by Manager 
• Ensure privacy by following all security and HIPAA guidelines 

Processing Changes 

Timely process requests from participants according to department procedures in the COBRA & Direct Billing Portal, including 

• COBRA elections
• Removing Dependents
• Dropping Coverage
• Life Events
• Timely process requests from clients and brokers according to department procedures in the
• COBRA & Direct Billing Portal, including:
• Contact changes
• Adding/removing subsidies
• Reporting requests
• Updating direct billing accounts
• Make good use of available templates and resources to efficiently handle incoming requests. 
• Engage productively with other team members to encourage and maintain an up-building environment 
• Ability to work effectively with various individuals and multi-task
• Ability to make decisions utilizing sound judgment 
• Assumes other duties as assigned by Manager 

CORE VALUES

ABG is passionate about maintaining a strong team environment that allows us to have a supportive internal community of support and achievement. Some of our non-negotiable core values are:  

• Display a positive attitude 
• Team-player
• Flexible and adaptable
• Problem-solver
• Attention to detail
• Takes ownership & pride in assigned tasks 

Qualifications and Experience 

• 6-12 months of direct COBRA Administration experience preferred
• Experience with Direct Billing preferred
• Experience with Alegeus WealthCare COBRA Platform strongly preferred 
• Experience with RingCentral preferred
• Track record as an enthusiastic team player with proven ability to prioritize, multi-task 
• A passion to make customers and coworkers feel important and valued 
• Must be able to cope in fast-paced environment managing sensitive, confidential issues 
• Proficient PC Skills including Microsoft Suite (Microsoft Office, Excel, Outlook, Sharepoint, Teams) 

Preferred Skills – Not a requirement

• Bilingual, Spanish 

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $40,000.00 – $50,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.