Multi-Market Support Specialist 

Job Description

REQUIREMENTS

• High School diploma or equivalent required.
• Strong proficiency in Microsoft Excel and comfort working with complex spreadsheets.
• Experience with CRM systems like Salesforce is highly preferred.
• Effectively communicate across teams and with external partners, ensuring accurate and timely information sharing. Able to draft clear documentation and respond to non-routine issues with appropriate detail.
• Consistently produce accurate work while managing competing priorities and meeting deadlines. Actively seek opportunities to expand knowledge and improve processes, contributing to team efficiency and personal development.
• Effectively navigate shifting priorities and evolving workflows. Embrace change with flexibility and support others through transitions.

RESPONSIBILITIES

• Independently review and scrub RFP documents for accuracy and completeness, including: employee census data, benefit summaries and current/renewal and rate documentation.
• Identify missing or inconsistent data and escalate appropriately for resolution.
• Organize and label documents according to established naming conventions and internal protocols and upload to Salesforce.
• Assist with preparing RFP packages for submission to carrier partners.
• Accurately log opportunities in CRM systems for internal visibility.
• Efficiently manage a high volume of quote requests, balancing speed and accuracy to maintain productivity that meets or exceeds departmental standards.
• Enter and format census and benefit information into carrier-specific templates and quoting tools.
• Support Multi-Market Analysts by pre-filling data fields to streamline the underwriting and quoting process.
• Verify consistency of information between RFP documents and input templates.
• Accurately put together premium rosters in support of the Finance Sold File process.
• Maintain a high audit percentage score for audits surrounding pre-submission census enrollments.
• Demonstrate strong understanding of the healthcare insurance market, including carrier products, benefits, plan structures, and underwriting guidelines.
• Stay informed on state-specific market trends to assist in supporting both new business and renewal purchasing decisions.
• Maintain consistent, clear, and professional communication with internal teams throughout all quoting and sales processes.
• Respond promptly to inquiries and ensure clarity and accuracy in all written and verbal communications.
• Facilitate seamless hand-offs and information shared to Multi-Market Analysts.
• Provide ad hoc support during peak times to ensure timely delivery of quotes and proposals.
• Support Multi-Market Analysts with deadline management by taking on administrative or templated portions of workload and can include but not limited to updating CRM systems.
• Support Broker Service Team with renewal open enrollment changes; can include but not limited to data transfer to carrier templates, audits, internal/external CRM updates, and/or service items (as needed and trained).
• Partner closely with Multi-Market Analysts, Broker Service Representatives, and Benefits Proposal Analysts to provide a seamless sales and onboarding experience.
• Attend team huddles and actively participate in discussions around process improvements and workflow updates.
• Provide backup coverage for peers during PTO or heavy volume periods.
• Share knowledge and documentation of best practices to contribute to team success.
• Participate in team projects as assigned by Supervisor or Leadership Team.
• Assist with gathering feedback on internal and external systems and assist with the development of new projects and workflows to enhance the customer experience and overall efficiencies of the department.
• Perform related responsibilities and additional tasks as needed to support team and business operations.

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