Case Builder and Service Representative

Accountabilities:

• Provide ongoing support to clients, brokers, and internal stakeholders using the Employee Navigator platform, responding to requests with a timely, professional, and solutions-focused approach.
• Troubleshoot employee enrollment questions, benefit corrections, user access issues, navigation concerns, system configuration questions, and data review or cleanup requests.
• Escalate technical, carrier-related, or complex platform issues to the appropriate internal teams and ensure cases are accurately documented and followed through to resolution.
• Support benefit platform configuration activities, including plan setup, eligibility rules, employee class structures, system testing, data validation, and quality checks.
• Assist the NEP Build Team during high-volume implementation and Open Enrollment periods, adapting priorities to meet changing operational demands.
• Partner with Account Managers, Builders, Operational Leadership, Carrier Connections, and Service teams to deliver accurate and timely client support.
• Participate in quality control, process improvement, and documentation initiatives designed to create consistent, scalable, and process-driven operational standards.
• Support different business workflows while understanding the nuances of each service model and maintaining a strong client-first approach.
• Balance recurring administrative responsibilities with client-facing communication while maintaining accuracy, responsiveness, and ownership.

Requirements:

• High school diploma or equivalent required; 2+ years of experience in customer service, benefits administration, or employee benefits is preferred.
• Strong hands-on experience with Employee Navigator is highly desirable; familiarity with benefits administration platforms, HRIS systems, or enrollment technology is a plus.
• Strong attention to detail, organization, and time management, with the ability to manage multiple priorities in a deadline-driven environment.
• Excellent written and verbal communication skills, with the ability to explain technical or benefits-related information clearly to different audiences.
• Ability to work independently in a remote environment while collaborating effectively across multiple teams and functions.
• Proficiency with Microsoft Office and shared collaboration tools, combined with the ability to learn new technical processes and systems quickly.
• Strong problem-solving skills, sound judgment, and a high degree of ownership when investigating and resolving issues.
• Calm, adaptable, and dependable during peak periods such as Open Enrollment, with the flexibility to adjust priorities as operational needs evolve.
• Team-oriented and curious, with a process-driven mindset and a genuine commitment to client service and continuous learning.

Benefits:

• Fully remote work environment.
• Company-paid basic life insurance, short-term disability, and long-term disability coverage.
• Medical, dental, and vision insurance options.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) plans.
• 401(k) retirement plan with company match.
• Additional voluntary benefits, including critical illness, accident, hospital indemnity, and supplemental life insurance.
• Legal and identity protection benefits.
• Pet benefit options.
• Generous paid time off.
• Opportunities for professional development and career growth within a collaborative, service-focused team.