Health Insurance Benefits Specialist
1 week ago
About Us
We are a global HR and Employer of Record platform simplifying employee benefits delivery for distributed teams. Our platform integrates with insurers, wellness providers, and brokers to offer health, life, travel, and other benefits worldwide. The Benefits Support Team ensures that all client and employee queries are resolved accurately and promptly—making benefits easy to understand and use.
Shift Time PM to 4.00 AM.
Role Summary
As a
Benefits Support Specialist
, you will serve as the first line of support for clients and employees using our benefits platform. You will handle inquiries related to coverage details, claim submissions, enrollment status, document access, and platform usage.
This role is customer-facing and requires a blend of benefits expertise, empathy, and strong process understanding. You should possess knowledge of employee benefits and the ability to interpret master policy documents to resolve queries confidently and accurately.
Key Responsibilities
Frontline Customer Support
- Respond to client and employee queries regarding coverage, enrollment status, claims, and policy documents via email, chat, or support tools.
- Guide users on how to navigate the platform—adding dependents, requesting top-ups, or downloading benefits information.
- Troubleshoot user issues and collaborate with internal teams (Policy Ops, Product, Engineering) for quick resolution.
Case Management
- Track and manage support tickets using helpdesk systems (e.g., Zendesk).
- Categorize, escalate, and follow up on tickets based on defined SLAs.
- Maintain accurate internal records of interactions, resolutions, and insights.
Benefits Knowledge & Guidance
- Provide clear guidance on health, life, travel, and wellness plans, including eligibility and plan usage.
- Understand and explain key coverage differences across plans and regions.
- Communicate claim processes, typical timelines, and insurer requirements.
- Interpret master policy documents and clearly explain relevant terms to users.
Internal Collaboration
- Work with the Policy Operations team to verify enrollment and billing details.
- Share customer insights with Product and CX teams to improve workflows and the user experience.
- Contribute to internal knowledge bases, FAQs, and documentation enhancements.
Requirements
Qualifications
- Bachelor's degree in HR, Insurance, Communications, or other customer-focused fields.
- 2–8 years of experience in customer support, insurance, or HR service desk environments.
- Experience with a global insurance broker is a strong advantage.
Skills
- Excellent written and verbal communication skills (English required; regional languages a plus).
- Strong customer empathy and professionalism when handling sensitive queries.
- Working knowledge of group insurance, benefits structures, and policy documents.
- Familiarity with support tools such as Zendesk, Intercom, or HubSpot Service.
- Ability to work in shift rotations to support global coverage as needed.
Bonus Points
- Experience in an insurance TPA, HR SaaS company, or global EOR/PEO environment.
- Familiarity with wellness benefits, EAPs, or mental health services.
- Experience working in SLA-driven, ticket-based support environments.
Success in This Role Looks Like
- High CSAT and low ticket re-open rates.
- Strong adherence to first-response and resolution SLAs.
- Consistent documentation and contribution to knowledge bases.
- Recognized as a reliable source of benefits expertise and empathetic support.
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