Senior Client Care Specialist (Hybrid)

Patriot Growth Insurance Services and Partner Agencies • Philadelphia, PA

13d • Hybrid

About The Position

The Senior Client Care Specialist delivers exceptional service to Exudes clients and their employees by resolving complex service issues, supporting renewals, and providing proactive communication. This role supports clients of varying size and complexity, partners closely with Consultants and Account Managers, and serves as a senior resource to the Client Care team to ensure high client satisfaction and retention.

Requirements

• 3-5 years of customer service experience in a benefits, insurance, or related professional services environment.
• Active Life, Accident, and Health Insurance license required.
• Prior experience supporting complex client accounts and high-volume service requests.
• Strong technical knowledge of group benefits, administrative processes, and compliance requirements.
• Exceptional client service and problem-solving skills in a fast-paced, high-volume environment.
• Ability to independently resolve complex issues and exercise sound professional judgment.
• Excellent communication and relationship-building skills.
• Strong organizational, time management, and multitasking abilities.
• Proficiency with Microsoft Office Suite and CRM technology.
• Flexibility to work variable hours, including occasional evenings, weekends, and on-call coverage during peak periods.

Nice To Haves

• Bachelors degree in HR, Health Policy, Risk Management/Insurance, or a related field preferred (or equivalent experience).
• Experience assisting with benefits renewals and open enrollment activities preferred.

Responsibilities

• Provide high-level client service to large and mid-sized clients, resolving complex claims, billing, and benefits issues.
• Serve as an escalation point for advanced service matters; identify root causes and recommend process improvements.
• Support client renewals by assisting with employee communications, open enrollment preparation, and delivery of in-person and virtual meetings.
• Create and present employee-facing education related to benefits, including HSAs, HRAs, and FSAs.
• Coordinate with insurance carriers, TPAs, vendors, and healthcare providers to resolve client and employee concerns.
• Perform billing reconciliation, census audits, and maintain accurate documentation.
• Provide guidance and support to junior Client Care Specialists and assist leadership with coaching efforts.
• Participate in open enrollment support during peak seasons, including travel to client locations as needed.
• Maintain confidentiality, comply with data security standards, and support special projects as assigned.

Benefits

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401 (k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level