Client Advocate Resolution Specialist – Lead
Flagstar Bank
Client Advocate
Strategic HR Business Advisors
full-time
Posted on:
Location: Ohio • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- As the Client Advocate, you will play an important role in supporting employers, brokers, and carriers while ensuring compliance and delivering exceptional customer service.
- This role includes customer support, technical assistance, compliance guidance, continuation administration, and leading ad-hoc projects.
- You will be the go-to resource for inquiries related to ERISA compliance, COBRA, Medicare, SARs, IRS 5500 and ACA reporting, and other operational processes.
- Respond to support tickets via Zendesk, contact brokers/employers as needed, and ensure quality service interactions.
- Understand ERISA compliance requirements for MEWAs, IRS 5500 reporting, HIPAA guidelines, and explain complex compliance information to stakeholders.
- Advise on COBRA and state continuation processes, troubleshoot client issues, and maintain strong relationships with vendors.
- Lead ad-hoc projects, meet deadlines, and ensure deliverables are met.
Requirements
- Bachelor’s degree or equivalent experience in employee benefits, ERISA compliance, or COBRA administration.
- 3+ years of experience in a similar role, preferred.
- Experience working with insurance carriers, brokers, and third-party vendors.
- Strong emotional intelligence, maturity, and self-awareness to handle sensitive client interactions.
- Ability to understand and explain complex insurance and compliance terminology (Medicare, COBRA, SARs, IRS 5500, etc.).
- Excellent communication and writing skills.
- Proficiency with technology tools (Zendesk and CRM experience a plus).
- Self-motivation and willingness to learn.
- COBRA certification, health and life license, CEBS certification, or other relevant healthcare/benefits certifications a plus.
