Customer Support Specialist
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Job Description
Home-based customer support specialist serving U.S. healthcare and employee benefits clients. Handling member inquiries, benefit education, claims support, and CRM documentation.
Responsibilities:
- Respond to inbound client and member calls within 2–3 rings or escalate accordingly
- Document all service requests in the CRM accurately and completely on the same day of the activity
- Confirm and update member contact and benefit details using applicable resources
- Follow up on open service cases every 3–4 business days and keep the CRM up to date
- Deliver clear, accurate benefit education and claim/appeal support to members
- Close an average of 8 cases per day or 40 cases per week
- Maintain professionalism, confidentiality, and compliance with privacy regulations
- Communicate proactively with clients and team members to manage expectations
- Support internal performance goals and collaborate positively with team members
- Comply with punctuality, internet usage, and time-off request policies
- Adhere to all Brinson Benefits' performance, privacy, and customer service standards
Requirements:
- Highly proficient in spoken and written English; Spanish fluency is a plus
- Dedicated to providing outstanding service to clients and members
- Analytical thinker who identifies issues and implements practical solutions
- Maintains accuracy in documentation, reporting, and communication
- Demonstrates integrity, confidentiality, and respect in all interactions
- Manages multiple service cases and meets performance goals under pressure
- Bachelor’s degree in Communications, Marketing, Healthcare Administration, or a related field
- At least 1 year in a U.S. healthcare, insurance, or employee benefits-related role
- Ability to work overnight/graveyard shifts in Philippine time or within US operating hours
- Basic math and calculation skills
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Comfortable with Microsoft Outlook (email and calendar management)
- Familiarity with CRM systems and customer service tools
- Basic technical skills and general system navigation
- Comfortable handling inbound and outbound calls
- Maintain applicable licensure if required, and stay up to date with CE credits
Benefits:
- Industry-leading salary packages
- Permanent work-from-home setup
- Company equipment provided
- Government Mandated Benefits Employer Share
- Internet stipends upon regularization
- HMO Coverage upon regularization (with an option to enroll as early as Day 1)
- PTO credits and service incentive leaves
- Major spring and winter company live events
- Monthly employee appreciation virtual events
- Company-provided career skills training courses
- A company culture focused on your personal and professional growth
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