Job Overview for Senior Client Service Specialist – Large Group (Fully Remote)

Join CBC, a licensed life and health agency and third-party administrator that partners with employers nationwide to simplify benefits administration and enhance the employee experience. The Senior Client Service Specialist serves as the primary service expert and escalation point for large group clients while remaining actively engaged in day-to-day contact center support. This role bridges frontline service delivery and strategic account support by handling complex client inquiries, managing direct HR contact interactions, and serving as the internal subject-matter expert for large group benefits administration.

Unlike traditional Client Service Specialists, this role owns direct HR relationships, participates in and leads client meetings, and provides real-time guidance to other specialists. Unlike Account Managers/Client Success Managers, this role remains hands-on in service execution, including taking inbound interactions through the contact center.

This position partners closely with Account Managers/CSMs to ensure seamless service delivery, issue resolution, and a consistent, high-touch client experience.

Why Join Us?

Fully Remote – Work from Anywhere!
Career Growth & Development – Opportunities to expand your expertise in benefits administration.

Core Responsibilities

1. Large Group Client Service Ownership

Serve as the go-to service expert for all assigned large group clients
Manage direct service interactions from large group HR contacts via:
Email
HRIS/benefits system inboxes
Scheduled and ad-hoc client meetings
Respond to complex benefits, eligibility, enrollment, billing, and carrier inquiries
Ensure issues are resolved accurately, timely, and in alignment with SLAs

2. Contact Center Support (Hands-On)

Continue to take inbound service interactions through the contact center
Handle advanced or complex calls routed via skills-based routing
Serve as an escalation resource when other Client Service Specialists need support
Ensure consistent service quality across all interaction channels

3. Internal Subject Matter Expert & Peer Support

Act as the primary point of escalation for large group service questions from Client Service Specialists
Coach and guide peers in real time on:
Large group benefits nuances
System workflows
Carrier rules and compliance considerations
Help reinforce best practices and standardized processes across the service team

4. Client Meetings & Strategic Support

Participate in and, when appropriate, lead client meetings related to:
Service issues
Enrollment preparation
Post-enrollment follow-ups
Ongoing service optimization
Support Account Managers/CSMs by translating client strategy into executable service actions
Prepare service-related documentation, summaries, and follow-up items

5. Process Excellence & Continuous Improvement

Identify recurring service issues, gaps, or inefficiencies
Recommend improvements to workflows, documentation, or training
Ensure CRM, case management, and benefits systems are accurately updated
Support service audits, renewals, and compliance deliverables

What This Role Is / Is Not

This role IS:

A senior, trusted service authority for large group clients
A hybrid of direct client service + internal leadership
A key partner to Account Managers/CSMs

This role is NOT:

A sales or renewal ownership role
The primary relationship owner (that remains with the AM/CSM)
A purely escalations-only or non-production role

Qualifications & Skills:

3–6+ years in employee benefits administration or large-group client service
Proven experience supporting large or enterprise employer groups
Strong knowledge of: Medical, dental, vision, life, disability, voluntary benefits, ACA, ERISA, COBRA, HIPAA (working knowledge)
Comfortable balancing: Contact center production, Direct client ownership & Peer mentorship
Confident leading conversations with HR leaders
Proficiency in benefits platforms (Workday, Employee Navigator), CRM tools, and Excel-based reporting.
A natural ability to manage relationships, solve problems, and communicate clearly and professionally.
A high level of organization, accountability, and common sense — you can balance multiple clients, projects, and deadlines with ease.
Ability to work independently in a fully remote environment.

This is a fully remote position with the opportunity to work with large employer groups and make a meaningful impact in benefits administration. If you’re a proactive professional who thrives in a fast-paced environment, we’d love to hear from you!

Job Type: Full-time

Pay: $28.84 - $33.65 per hour

Expected hours: 40 per week

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

People with a criminal record are encouraged to apply

Work Location: Remote

Custom Benefit Consultants, Inc.

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