Case Builder and Service Representative

Job Description

REQUIREMENTS

• Minimum high school degree
• 2+ years of customer service, benefits administration, or employee benefits experience preferred
• Experience with Employee Navigator strongly preferred
• Experience with benefits administration platforms, HRIS systems, or enrollment technology a plus
• Strong attention to detail and organizational skills
• Ability to manage multiple priorities in a deadline-driven environment
• Excellent written and verbal communication skills
• Comfortable working independently while collaborating across teams
• Proficiency with Microsoft Office products and shared collaboration tools
• Ability to learn technical processes quickly and adapt to changing workflows
• Problem solver with a strong sense of ownership
• Calm under pressure during peak enrollment periods
• Team-oriented with a flexible mindset
• Process-driven while maintaining a client-first approach
• Comfortable shifting between repetitive operational work and client-facing communication
• Curious and eager to grow within benefits technology operations

RESPONSIBILITES

• Provide ongoing support to clients, brokers, and internal teams related to the Employee Navigator platform
• Troubleshoot platform-related issues, including:
  • Employee enrollment questions
  • Benefit corrections and updates
  • User access and navigation support
  • System configuration questions
  • Data review and cleanup requests
• Respond to support requests in a timely, professional, and solutions-oriented manner
• Escalate technical or carrier-related issues to the appropriate internal teams when necessary
• Maintain accurate documentation of support activity and case updates
• Support the NEP Build Team during periods of increased implementation or Open Enrollment volume
• Assist with benefit platform configuration tasks, including:
  • Plan setup
  • Eligibility configuration
  • Employee class structures
  • Basic system testing and review
  • Data validation and quality checks

• Partner closely with Account Managers, Builders, and Operational Leadership to ensure accurate and timely delivery
• Participate in quality control and process improvement initiatives
• Work collaboratively across Service, Build, Carrier Connections, and Account Management teams
• Adapt to shifting priorities and operational needs throughout the year
• Support both NEP Wholesale and Hilb-related business while understanding the nuances of each support model
• Contribute to maintaining scalable, process-driven operational standards

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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