Client Experience & Onboarding Specialist

Remote · USA Full-time New today

Job Description:

Monitor and respond to emails from the main support inbox, providing clear and professional communication to agent inquiries.
Assist agents with questions related to health insurance carriers, contracting processes, certification requirements, and RTS status.
Triage and forward emails to the appropriate Onboarding Specialist based on carrier type or inquiry topic.
Answer incoming phone calls and provide real-time support to agents with similar questions or concerns.
Maintain up-to-date knowledge of carrier guidelines, RTS requirements, and internal onboarding processes.
Document interactions and track common issues to support team improvement and efficiency.
Collaborate with onboarding specialists and other internal departments to ensure accurate and consistent information is provided to agents.
Identify urgent issues and escalate appropriately to ensure timely resolution.
Maintain confidentiality and data integrity in line with company policies and data protection regulations.

Requirements:

A High School diploma or the equivalent plus two years of industry experience.
Customer service mindset with strong communication skills, both written and oral.
Ability to learn and follow procedures independently and consistently.
Excellent organizational and time management skills, with the ability to multi-task.
Comfortable navigating email systems, CRM tools, and internal tracking systems.
Ability to manage multiple tasks and prioritize effectively under time-sensitive conditions.
Ability to navigate a variety of websites and internal systems with ease.
Ability and willingness to work collaboratively across teams.
Self-motivated with the ability to manage multiple priorities in a dynamic environment.

Benefits:

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