Client Experience Group Lead

About the role

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Position Summary

This position is responsible for participating in the development and implementation of strategic system set-up concepts, processes, and solutions to ensure the efficiency, effectiveness, and reliability of products and services. Directly corresponds with schools and carriers as a company representative to ensure tasks and processes are being performed and are meeting client and partner expectations.

Ensures all functions regarding set-up, waivers, eligibility, enrollment and customer care are completed within assigned group. This includes responsibility for processing new data or changes into the various systems, answering waivers, eligibility and enrollment questions or verifying status, and reconciliation of discrepancies.

This position will be reporting to our Grapevine, TX office, hybrid 3 days in office.

Essential Functions

• Ensure all incoming services tasks (as assigned to group) are accurately assigned and completed in a timely manner.
• Mentor and train team on various service-level tasks and activities, as needed.
• Assist internal team and the universities for adding students, deleting students, making any status changes, etc.
• Assist internal team and the students regarding waivers, eligibility and enrollment questions, changes, support e-mails, refunds, etc.
• Group service ticket queue monitoring, tracking and completing (tickets within queue).
• Emergency adds of students who were left off original file, not been sent to us yet, etc.
• Renewal Letters.
• Processing and reconciling of payments received from the universities.
• Assist the carriers and TPA’s with questions, such as dates and coverage periods.
• Reconciling of Invoices and Discrepancy reports.
• Assist accountant with monthly payments that are sent to carriers and schools.
• Assist with daily deposits.
• Work on pending records.
• Maintain a good working relationship with schools and students alike.
• Communicate and interact effectively and professionally with co-workers, management, customers, etc.
• Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
• Maintain complete confidentiality of company business.
• Maintain communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.

Job Requirements

• Bachelor’s Degree preferred
• Previous customer service and data entry experience preferred
• Advanced MS Excel training
• PC proficiency to include Microsoft Word, Excel, PowerPoint, and Outlook
• Strong written and oral communication skills
• Sound problem solving skills
• Accounting or health insurance experience a plus

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

• Not reflective of all benefits.
• Enrollment waiting periods or eligibility criteria may apply to certain benefits.
• Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

Recruiting Vendor Disclosure Statement

Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.