Client Services Representative

Venbrook is a privately held insurance brokerage and risk management firm providing tailored solutions across employee benefits. The Client Services Representative supports employees and HR contacts with day-to-day benefit inquiries, ensuring a consistent member experience and resolving routine issues while escalating complex matters as needed.

Responsibilities

• Serve as the primary contact for benefit inquiries via phone and email
• Explain coverage, eligibility, and benefit usage in clear terms
• Guide members through carrier portals, mobile applications, and ID card access
• Support employees during open enrollment
• Provide bilingual support in English and Spanish
• Process ID card requests and replacements
• Confirm provider network participation
• Respond to basic claim status inquiries
• Verify eligibility and enrollment changes
• Add or remove dependents
• Provide prescription refill guidance
• Address standard open enrollment questions
• Identify issues requiring escalation
• Route cases to Account Management per internal guidelines
• Ensure complete documentation prior to escalation
• Maintain ownership until successful handoff is confirmed
• Document all interactions and outcomes in the CRM system
• Track open items through resolution
• Partner with Account Managers and Advocacy teams
• Identify recurring issues and share trends with leadership

Skills

• One to three years of experience in employee benefits, insurance
• Bilingual English and Spanish
• Clear written and verbal communication skills
• Ability to manage high call and email volume
• Strong organization and follow-through
• Professional and composed in time-sensitive situations
• Experience in an employee benefits brokerage or consulting environment
• Knowledge of health and welfare benefit plans
• Experience with CRM or benefits administration platforms
• Working knowledge of Outlook, Word, and Excel

Benefits

• 401k with employer match
• Medical, dental, vision, life, and disability insurance
• Paid Time Off
• Paid holidays
• Paid sick leave
• Professional development opportunities
• Flexible work arrangements

Company Overview