Billing and Payroll Customer Service Benefit Specialist This is a virtual role with the flexibility to work anywhere in the continental United States Aon is in the business of better decisions At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed. What the day will look like Provides a high level of customer service utilizing extensive knowledge of all benefit programs offered, the client base, and systems. Exhibits excellent communication skills, listening skills, ability to handle all types of clients, provide product information about plans to enable client to make knowledgeable choices. Must have excellent customer service and written skills. Team oriented, be able to multi-task between all operations within the department on a need to basis. Responsible for the entry, maintenance and organization of all premium contribution information, as well as, Aon and Carrier on-line customer/policy information. Framing the role responsibilities under the banner of ‘What the day will look like”’ helps make the ad more engaging and tangible. Available and able to handle all inbound and outbound client calls, including determining the nature of the call, documenting, researching, taking all necessary actions, completion of forms, and following up as needed. Handles policy claims, cancellations, including carrier cancellation letters, client change of address Perform work completely and accurately. Must be polite and courteous with all customers and staff. Always maintain a professional demeanor Contributes to the overall customer service established phone goals for Average Speed of Answer and Abandonment Rate. Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to telephone and written inquiries received. Processes all incoming work volume within the established goals and parameters. Handles reports related to but not limited to: Life/Disability, Monthly Status, Waivers, address changes and refunds, death claims, etc… Reviews pending issues for assigned clients to ensure completion and necessary follow up on open items with an acknowledgement within 24 hours and follow-up/resolution within 3 business days. Assists with but not limited to the following accounting related tasks such as: contacting clients with delinquent and non-payment accounts to obtain payments, billing/invoicing discrepancies/reports ensuring maintenance of accurate billing records for clients. Assists assigned AEs/sales producers with client issues and other sales support tasks. Supports assigned team in new business case implementation and/or existing customer changes, including assistance as needed with set up of ancillary accounts. Work with customers and carriers to resolve issues for assigned clients. Maintains good communication and rapport with carriers. Advises management of escalation/system issues affecting retention and service levels Performs on the job training of new employees as assigned Adhere to all work and break schedules Keep work areas neat, clean, and organized. Performs extra work related projects/ duties as needed. How this opportunity is different A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Skills and experience that will lead to success Must be able to perform each essential duty outlined satisfactory manner. The requirements listed are representative of the knowledge, skill, and/or ability required. Minimum of 2 years’ experience in the healthcare insurance industry working with all product lines, excellent customer service skills. Utilize basic mathematical concepts to solve practical applications/problems. Ability to read, analyze, interpret financial reports and legal documents. Ability to respond to common inquiries of complaints from customers, regulatory agencies, or members of the business community. Ability to think creatively, identifies problems, collect data, establish facts, and draw valid conclusions. Must be proficient in MS Office suite of products. Must have intermediary skills in Excel (i.e. creating/formatting spreadsheets; sorting data; data entry) Must be able to learn and work with any corporate proprietary software tools. Must have or develop strong knowledge of product lines and related insurance concepts. Must be able to develop and maintain strong business relationships as well as the ability to deal effectively with difficult or sensitive situations. Must have excellent organizational skills and attention to detail. Must be able to work independently and as part of a team Must have strong organizational skills Ability to work well with others within department and company Display strong leadership qualities and be very self-motivated Ability and flexibility to work additional hours as needed Preferred Experience 2-15 Health & Life (Including Annuities & Variable Contracts) Agent License Education High school diploma or general education degree (GED) is required. Pay Transparency The salary range for this position (intended for U.S. applicants) is $35,000-$42,000 annually. The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location. How we support our colleagues Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon’s discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies. In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply. We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on ReasonableAdjustments@Aon.com Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. #LI-DD1 #LI-REMOTE 2549373