Job Details

About the Role

Employee Benefits Corporation is hiring for a Client Account Representative I. The Client Account Representative I, along with their team, acts as the primary point of contact for Employee Benefits Corporation's clients across all products and services by resolving basic client inquiries via telephone and email.

Location & Schedule

This person may work in our Middleton, WI office, fully remote from their home office (Wisconsin locations only), or a combination of the two depending on availability. Please note that this person must work either 10am-7pm or 10:30am-7:30pm CST.

Who We Are

Employee Benefits Corporation (EBC) is a trusted, national third-party administrator with decades of experience delivering consumer-driven benefit solutions. We combine deep industry expertise and exemplary service with a bold vision for the future-where technology is thoughtfully applied to enable an intuitive user experience and elevate how consumers engage with their benefits.

What You'll Do

• Serve as primary point of contact and organization resource for assigned clients and various brokers
• Establish rapport and trust with all clients, ensuring a high quality and meaningful experience is delivered with every interaction
• Facilitate resolution of service issues of specific clients in a professional manner utilizing interpersonal skills including diplomacy, tact and a concern for the client's needs
• Obtain and maintain current and ongoing product and regulation related knowledge at a level of proficiency to resolve client requests and inquiries
• Collaborate and engage with organizational resources to ensure accurate and effective client data exchange, issue resolution and service
• Maintain and proactively manage CRM database, documenting each customer interaction and action item in a timely, compliant manner and in adherence with department standards
• Monitor departmental email Help Desk inbox, delegating and assigning tasks and work accordingly, utilizing discretion and independent judgement

• Associate degree in Business or related field; may be substituted by two years directly related experience
• Two years' experience in a customer-centric role
• Ability to remain calm when dealing with challenging clients
• Ability to articulate relevant information in an organized and concise manner
• Demonstrated experience de-escalating client issues
• Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
• Strong attention to detail and critical thinking skills to help manage difficult situations
• Demonstrated effective listening, verbal and written communication skills , utilizing proper grammar, syntax and excellent business acumen
• Demonstrated ability to develop, maintain and foster relationships at all levels of the organization
• Successful experience coordinating activities and tasks of a variety of resources towards a specific business goal
• Strong organizational and time management skills with proven ability to multitask in a high paced environment
• Self-motivated and able to resolve issues independently
• Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
• Basic proficiency with Microsoft Outlook, Word and Excel

• Bachelor degree
• Experience working with a Customer Relationship Management system (CRM)
• Knowledge of COBRA and tax advantaged benefit programs
• Previous customer service experience in Benefits Administration, working with insurance brokers and/or carriers, or in the health insurance industry

• A welcoming, collaborative team culture where every voice matters
• Competitive pay and comprehensive benefits, including employee ownership
• A culture built on clarity, empathy, and continuous improvement
• Continuous learning and career development to help you grow as we invest in future-ready solutions and seamless user experiences
• Flexible work options designed to support a healthy work-life balance