Senior Client Representative - Emerging Market

Newfront (a WTW company) embraces a flexible work environment and supports employees working remotely, hybrid, or in-office.

The Senior Client Representative position is responsible for providing professional administrative support for the account management team to deliver great work to the client consistently and efficiently. You have strong organizational and interpersonal skills, the ability to support all day-to-day account activities, and partner with the account management team to ensure all client initiatives are precisely executed.

We support one another to help each other grow to ensure we succeed together in supporting our clients. We emphasize the importance of working as a TEAM. We make a difference on a daily basis by providing exceptional service to our clients and their employees. What is most exciting about this position is the variety in the work. No client is the same, so you cannot expect the same resolution will yield the same results each time. Every day provides the opportunity to learn something new, try new things, and have fun! Our best employee in this role has the willingness to learn, attention to detail, ability to meet deadlines, and is dependable.

Reporting to the Manager, Client Services, this position is an hourly, non-exempt, full-time role. This is a US-hybrid role with the option to work from Newfront’s San Mateo or Walnut Creek offices.

• Handle day-to-day questions, enrollment inquiries, etc. from clients in conjunction with the service lead.

• Prepare and distribute compliance deliverables (5500s, SPD Wraps, annual notices, ACA, etc.).

• Manage and/or respond to escalated and complex client issues with guidance from the service lead.

• Manage enrollment processing. Resolve eligibility and enrollment issues.

• Manage client technology solutions in coordination with our technology team.

• Stay current on compliance trends and ensure timely delivery of client notices.

• Review plan documents and benefit attributes for accuracy and manage them within the internal system.

• Process carrier and client contact changes by updating carriers and internal systems.

• Learn how to submit marketing requests compliant with established marketing standards.

• Perform and/or manage outsourcing of tasks such as billing audits, data entry, SPD wraps and contract reviews.

• Prepare client communications (Open enrollment materials, new hire guides, compliance documents, etc.) using available tools and templates.

• General administration and data entry as directed by the Manager, Client Services.

• May be asked occasionally to attend and participate in client renewal meetings.

• May mentor and train the next level down on daily tasks (i.e. Sr. CR may train CR).

• Other tasks, duties, or special projects as assigned.

• Minimum 1-2 years of benefits experience is required.

• Solid communication skills: written, public speaking and presentation preparation.

• Excellent customer service in a virtual setting, including listening without interrupting, using a clear and audible voice, and responding calmly and professionally.

• Proficient knowledge and use of Microsoft Office and intermediate complexities of features.

• Ability to learn and adopt use of technology systems and software applications.

• Works well with others in a fast-paced environment and is responsive to co-workers and colleagues. Must also work independently, with minimal direction.

• Adaptability and flexibility to respond to client and team needs.

• Ability to ask questions, take initiative, and utilize resources and tools.

• Strong time management skills and ability to manage competing priorities and high volumes.

• Strong organizational skills and attention to detail; ability to screen details and identify potential discrepancies.

• Ability to review internal and external deliverables to ensure accuracy.

• Basic project management skills and systems knowledge.

• Ability to forge relationships and build trust with clients, carriers, and colleagues.

• Vast sense of curiosity and willingness to learn industry knowledge and trends.

• Benefits experience at a brokerage is a plus.

• Resident Department of Insurance Life License (required or completed within 3 months of start date).

The pay range for this position in California, Washington, Colorado and New York at commencement of employment is expected to be between $55,700 and $99,500/yr; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

At Newfront, we are committed to hiring diverse talent and supporting an inclusive workplace environment. If you are excited about a role at Newfront but feel you’re missing a few of the qualifications, we still encourage you to apply and tell us about yourself. You may just be the next Newfront team member that we are looking for! 

Newfront is proud to be an equal opportunity workplace. Diversity is in our DNA and we believe that creating an inclusive workplace elevates the value we are able to bring to our customers and employees alike. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.

If you require reasonable accommodations throughout the application or interview process, please contact us at [email protected]. For information regarding how Newfront collects and uses personal information, please review our Privacy Policy.