Internal Service Representative

ABOUT HUB INTERNATIONAL:

HUB International Limited (“HUB”) is one of the largest global insurance and employee benefits broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 18,000 employees in 500+ offices throughout North America, HUB has grown substantially, in part due to our industry leading success in Mergers and Acquisitions.

WHAT WE OFFER YOU:

At HUB we believe in investing in the future of our employees.  Our entrepreneurial culture fosters an environment of open feedback and improvement that empowers our people to make the best decisions for our customers and organization.  We offer:

• Competitive salaries and benefits offerings
• Medical/dental/vision insurance and voluntary insurance options
• Health Savings Account funding
• 401k matching program
• Company paid Life and Short-Term Disability Plans
• Supplemental Life and Long-Term Disability Options
• Comprehensive Wellness Program
• Paid Parental Leave
• Generous PTO Package - Vacation, Holiday, Sick, and Personal Time Off
• Great work/life balance, because that’s important for all of us!
• Focus on creating a meaningful environment through employee engagement events
• The ability to be a part of a motivated, winning team with the opportunity to learn from colleagues who are amongst the top talent in the industry!
• Growth potential - HUB is constantly growing and so can your career!
• A rewarding career that helps local businesses in the community
• Strong community support and involvement through HUB Gives

SUMMARY:

To address all employee benefit issues as brought up by HUB International clients and their employees, including resolving enrollment and termination issues, acting as liaison with insurance carriers, and answering questions relating to pertinent federal and state legislation.  ISRs regularly practice discretionary decision making on a daily basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Works directly with clients, their employees, providers, and insurance carriers to answer questions and resolve service issues. 
• Keeps team informed and communicates thoroughly and clearly with all team members concerning all client issues.
• In addition, responsibilities include maintaining service cases and updating renewals in the company’s Benefit Point Database.
• Acts as a liaison with insurance carriers, providers, and clients to resolve claims (including assistance in the appeals process), enrollment, termination, and billing issues.
• Provides knowledgeable answers regarding policy coverage information (ex: RX, Covered procedures, Pre-Ex  limitations, etc.), in addition to legislation and benefit laws such as HIPAA, COBRA, FMLA, PPACA, Mental Parity & Medicare Part D, etc.
• Assist in the implementation of new business, the addition of new lines of coverage, process plan changes and benefit summaries according to the provided timelines, etc. 
• Maintains a full book of business while continuing to provide A+ service, in addition, to receiving positive feedback on Client Surveys and providing weekly proactive calls to clients.
• Process service cases, value added, and workflow terminations in Benefit Point according to the provided guidelines
• Update all renewal outcomes in Benefit Point including any changes to the main business screen and all policy lines.
• Assist with special projects as needed.
• Attends training opportunities, Team meetings and Company Meetings to increase industry knowledge, practical abilities, and practice our Tenets.

Skills/Abilities Required:

• Significant insurance experience required; at least 3 years of work experience (claims resolution, benefits administration, employee benefit customer service, etc.).
• High school diploma, minimally.  College degree and Louisiana/Mississippi Life and Health license a plus.
• Continuous education encouraged (industry coursework leading to producer’s license or professional designation).
• Excellent problem-solving skills.  Persistent to achieve the end result—resolution.
• Strong organizational skills, including daily prioritizing and logical thinking.
• Service-oriented; kind, compassionate, and willing to work hard on another person’s behalf.
• Good communication skills, especially verbally and over the phone.  Clarity and accuracy are key.
• Excellent phone skills, being responsive, empathetic, and honest with the information to be shared.
• Strong working knowledge of computers (MS Word, MS Outlook preferred; Internet, MS Excel and database experience also beneficial) and able to learn new systems and programs, such as Benefit Point.
• Able to manage multiple projects simultaneously and successfully.
• Able to work with others in teams; able to work with those who perform similar jobs as well as complimentary roles.  Promotes cooperation and shared successes throughout the company. 
• Shares ideas for improvement that are oriented around solutions and blameless problem solving.

Department Account Management & ServiceRequired Experience: 1-2 years of relevant experienceRequired Travel: No Travel RequiredRequired Education: High school or equivalent

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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