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Venbrook · 7 hours ago

Client Services Representative

Irvine, CA

Full-time

Hybrid

Entry Level

$28.85/hr - $33.65/hr

1+ years exp

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.

ConsultingFinancial ServicesInsurance

Hiring Manager

Marisol Beltran

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

Qualification

Employee benefits experienceBilingual EnglishSpanishCRM experienceHealthWelfare knowledgeProfessional demeanorOutlook proficiencyWord proficiencyExcel proficiencyClear communication skillsOrganization skillsTime management