Employee Response Center Specialist – Bilingual (Spanish)

Higginbotham, a privately held independent insurance and financial services firm ranked within the top 20 nationwide, is looking for a Bilingual (Spanish) Employee Response Center (ERC) Specialist for our Houston, TX office.

Essential Tasks:

• Provide exceptional customer service to clients, including employees, retirees, and dependents.
• Answer and advise clients on questions regarding their benefit plans.
• Research client inquiries and issues, coordinating with appropriate carriers and producer teams as necessary.
• Assist clients with enrollment into the appropriate enrollment tool (paper or electronic).
• Log all activity into designated software for reporting purposes (document all calls/emails and comments in EPIC).
• Ensure all client requests (calls, voicemails, emails, etc.) are addressed within three business hours.
• Return employee, client, and Account Manager phone calls and emails promptly.
• Enroll employees according to current enrollment systems.
• Answer benefits, HR, and claim-related inquiries as needed by clients.
• Assist with COBRA administration as required.
• Build and maintain processes and templates (with the Director’s assistance) for efficient task completion.
• As time allows, assist and cross-train on other team functions.
• Assist in marketing Higginbotham’s products and services to clients and prospects as requested.
• Meet all required deadlines and adhere to Higginbotham’s Employee Handbook.
• Understand client expectations and maintain knowledge of the healthcare insurance industry.
• Maintain confidentiality and adhere to HIPAA requirements.
• Resolve any issues or concerns effectively.

Experience and Education:

• Five (5) or more years of employee benefits, insurance, and customer service experience required.
• Must possess a current/active General Lines Life & Health Insurance License.
• Must be bilingual in Spanish.
• Five (5) or more years of management experience preferred.

Knowledge, Skills, and Abilities:

• Computer proficient with thorough knowledge of employee benefits, COBRA administration, and insurance operations.
• Maintain appropriate licenses for advising employees on insurance products.
• Strong verbal and written communication skills, with excellent writing and grammar abilities.
• Proficient in creating, copying, editing, saving, and sending documents using Word, Excel, and Outlook.
• Ability to type and talk simultaneously while navigating through multiple screens.
• Organized, detail-oriented, and self-motivated, but not afraid to ask questions.
• Comfortable working with diverse individuals and on multiple projects simultaneously.

Compensation:

• Competitive compensation based on applicable experience.

Perks & Benefits:

• Generous employee benefits package, including a robust wellness program.
• Employee ownership opportunities.
• Career progression opportunities with potential for growth within the company.