Customer Service Representative

Client Concierge

About Armed Forces Benefit Association (AFBA) and 5Star Life: In 1947, AFBA emerged from the basement of the Pentagon to solve a critical need in support of the military. More than 75 years later, our commitment to those who serve and to solving their unique problems remains core to everything we do. Founded to provide military members with a death benefit no one else would, we continue to embrace our mission and deliver benefits tailored to the real-life needs of all who serve today, including active duty, National Guard, and first responders. Providing protection to those who go in harm's way, we ensure survivor and other benefits are available to all who serve, defend, and protect our great nation, no matter what. 5Star Life Insurance Company was founded in service and carry that mission today by committing to serve those who serve, from underwriting benefits for military and first responder families to providing coverage to the employees that keep our communities running. Our commitment to our communities – rather than the bottom line- drives our business.

This position is in Lincoln, NE. About the role: Be part of a dynamic forward thinking Worksite Group Voluntary Benefits team focused on providing an elevated client experience and comprehensive portfolio of life and supplemental health products striving to deliver total health and wellbeing to employer groups and their employees. The Client Concierge position is among our most visible and important roles, responsible for processing and responding to all insurance inquiries and completing appropriate actions to meet the needs of our customers.

Below are some of the major job responsibilities:

• Manage Call Inquiries and Claims: Handle a high volume of call inquiries, adjudicate health wellness and Rx claims, and manage claim intake processes with brokers, groups, and beneficiaries.
• Communication and Coordination: Effectively communicate with insureds regarding claims processing and coverage changes, and coordinate with other departments to resolve inquiries and complaints.
• Product and Process Knowledge: Learn, understand, and explain company products, services, application processes, and procedures to members.
• Administrative and Documentation Tasks: Document interactions with members, handle daily administrative tasks, and participate in special projects as needed.
• Customer Support and Problem Solving: Provide information about policies, payment options, and company processes, respond to member questions and concerns, and maintain a positive work environment while solving problems and adapting to changes.

Education and Experience:

• High school GED equivalent or equivalent work experience, 2-year associates degree preferred.
• 2-3 years of customer service experience including extensive telephone customer service.
• Excellent written and oral communication skills.
• Excellent customer service skills including the ability to maintain professional composure when communicating with the members.
• Working knowledge of software packages to include Microsoft office, and Salesforce.com.
• Ability to manage a high volume of calls, multi-task and be attentive to details.
• Spanish Language skills a plus.

Benefits we offer:

• Health insurance (medical, dental, and vision)
• Flexible spending accounts (medical and dependent care)
• 401k plan with generous employer match
• Paid time off
• Paid holidays (12)
• Life insurance
• Short- and long-term disability insurance
• Employee assistance program
• Professional development & tuition reimbursement
• Career growth opportunities
• On-site gym and locker rooms (Alexandria, VA office only)
• Friendly, collaborative culture

Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources (hr@afba.com).

AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.