Customer Service Manager

hace 4 semanas


San Juan, San Juan, Puerto Rico NFP A tiempo completo

At NFP, a leading insurance broker and consultant, we are seeking a highly skilled Customer Service Manager - COBRA Administration to join our team. This role offers an attractive estimated salary of $85,000 - $110,000 per year, depending on experience.

We're proud to offer a competitive compensation package, including PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building lifelong relationships with our employees because we exist to be there for others.

In this key position, you will interact with clients and Client Managers to successfully implement the COBRA Administration process, present services, and ensure compliance with COBRA regulations. Your responsibilities will include:

  1. Implementing new Clients in the COBRA Administration System, ensuring accurate data entry and system setup.
  2. Visiting Clients for implementation and follow-up procedures related to COBRA administration.
  3. Updating the COBRAeas system with COBRA eligible participants' data.
  4. Revising and sending COBRA notifications via certified mail within the established timeframe.
  5. Completing COBRA enrollment, changes, and termination forms accurately and efficiently.
  6. Providing daily communications to Carriers regarding COBRA reinstatements, changes, and terminations.
  7. Supporting customers, clients, and COBRA participants with questions about coverage information, account details, insurance information, and COBRA regulations.
  8. Managing COBRA Open Enrollment communications and updating rates information on the COBRAeas system.
  9. Monitoring account emails and maintaining SysAid Service Request documentation, including daily verification of new cases, follow-ups on pending cases, and resolution of open cases.
  10. Ensuring timely compliance with COBRA notification, election, and payment periods.
  11. Generating monthly COBRA reports, including Finance COBRA Headcount Report, COBRA Notices Report, and COBRA Severance Report.
  12. Scanning and filing COBRA participants' documents, such as election forms, enrollment forms, termination forms, participant letters, and other related documents.
  13. Maintaining high standards of courtesy, professionalism, and confidentiality in all verbal and written communication.


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