At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher.
iBTR is actively seeking a skilled and experienced senior Benefit Resource Center Representative II. The ideal candidate should possess strong customer service, organizational, and technical skills and have a thorough understanding of back-end processes such as Evidence of Insurability (EOI), Qualified Life Events (QLE), and dependent verification. They will be responsible for delivering exceptional assistance to clients' employees, handling their benefit
inquiries, and ensuring smooth enrollment and related tasks.
Position Details:
- Fully Remote Position
- Hours: M-F 8am - 6pm CST
- Benefits Start Day1!
- Handle escalated calls and provide Tier 1 assistance and support to client employees.
- Interact with clients to ensure customer satisfaction.
- Assist and support the training of new team members.
- Maintain a thorough understanding of client benefit plans and policies.
- Collaborate with other departments to resolve customer issues.
- Conduct quality control checks to ensure the accuracy of information provided.
- Provide support on evidence of insurability (EOI), qualified life events (QLE), and
dependent verification processing. - Identify and proactively address potential issues or discrepancies in benefit information.
- Assist with benefit inquiries via email or phone
- Partner with the internal teams to ensure timely resolution of escalated inquiries.
- Maintain compliance with all applicable laws, regulations, and company policies.
- Continuously learn and stay up to date on emerging trends in employee benefits and
benefit administration technology. - Other duties may be assigned
Required: High School diploma or equivalent; Minimum 5 years related experience. Current Life, Accident & Health Resident State Insurance License or ability to successfully obtain license within 3 months of hire date. Ability to work overtime as business need requires. Exceptional customer service skills with a strong knowledge of carrier claims processing and billing procedures. Working knowledge of Microsoft Windows applications and Microsoft Office.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of knowledge, skill, and/or training, or an equivalent combination of education and experience.
• Prior experience with HR Technology, preferably in benefits administration or experience at a benefits brokerage firm is required.
• Exceptional multitasking, prioritization, and time management skills are a must.
• Excellent grammar and communication skills, both written and verbal.
• Strong communication skills and active listening ability.
• Exceptional customer service skills with the ability to delight customers.
• Ability to work in a fast-paced environment, navigate multiple systems, and effectively use all resources to resolve inquiries.
• Strong knowledge of insurance terminology, such as deductible, copay, coinsurance, and PPO/HMO, is required and preferred.
• Basic math and PC skills with proficiency in Microsoft Office applications.
• Ability to contribute positively and work well as part of a team.
Education and Experience
• High school diploma or equivalent required
• Two (2) years of experience in employee benefits administration technology solutions
• Minimum two (4) years of customer service or administrative or call center experience required.
• Prior experience working with PlanSource and Bswift
At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.
- Competitive compensation
- Comprehensive benefits programs designed to support your well-being
- Career development opportunities and ongoing learning
- A collaborative, people-first culture with accessible leadership
- The opportunity to do meaningful work with global reach and local impact
At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.
Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)