Customer Support Specialist

Posting Description

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We’re a team of consultative advisors and problem solvers who help companies and individuals navigate their most important risk, workforce, wealth management, and retirement challenges.

What makes us different is our people-first approach. We believe in building strong relationships, supporting our employees, and creating opportunities to grow and make an impact. Learn more at NFP.com.

Summary of the Role: Are you someone who enjoys helping people, solving problems, and delivering a phenomenal customer experience?

As a Customer Support Representative, you’ll play an important role in supporting our customers and partnering with our Outside Sales Team throughout the sales and enrollment process. You’ll assist customers with health insurance and benefits questions, enrollment and billing systems, account maintenance, and other day-to-day needs.

This is a great opportunity for someone with strong customer service and communication skills who is looking to build their experience in the employee benefits and insurance industry.

*** The selected will be required to travel to the office on a full-time basis for the first six months. After training, the work model will be hybrid.***

Essential Duties and Responsibilities:

• Support customers with questions related to health insurance, employee benefits, billing, and account services
• Handle incoming customer calls and conduct outbound calls when needed
• Help customers navigate online enrollment portals, billing systems, and carrier platforms
• Provide clear, accurate information about policies and health insurance benefits
• Troubleshoot account issues and help identify solutions
• Partner with internal teams to resolve more complex customer inquiries
• Follow up on open customer service matters to ensure timely resolution
• Maintain accurate and thorough documentation of customer interactions
• Work across multiple systems and applications while providing a positive customer experience
• Consistently meet established service, quality, productivity, and attendance expectations

Knowledge, Skills, and/or Abilities:

• Strong communication and interpersonal skills
• A genuine passion for helping customers and providing excellent service
• Strong attention to detail, organization, and follow-through
• The ability to multitask and manage multiple priorities
• A dependable and professional approach
• Proficiency with Microsoft Word, Excel, and Outlook
• Previous customer service or administrative experience
• Experience with insurance or employee benefits is a plus
• Familiarity with CRM platforms, including Salesforce, is a plus
• Bilingual skills are preferred

Education and/or Experience:

• High school diploma required
• Bachelor’s degree preferred, or equivalent relevant work experience
• Previous administrative and customer service experience preferred

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, when all is said and done, we exist to be there for others. The base salary range for this position is $50,000 to $55,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be resolved on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.

2587409

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We’re a team of consultative advisors and problem solvers who help companies and individuals navigate their most important risk, workforce, wealth management, and retirement challenges.

What makes us different is our people-first approach. We believe in building strong relationships, supporting our employees, and creating opportunities to grow and make an impact. Learn more at NFP.com.

Summary of the Role: Are you someone who enjoys helping people, solving problems, and delivering a phenomenal customer experience?

As a Customer Support Representative, you’ll play an important role in supporting our customers and partnering with our Outside Sales Team throughout the sales and enrollment process. You’ll assist customers with health insurance and benefits questions, enrollment and billing systems, account maintenance, and other day-to-day needs.

This is a great opportunity for someone with strong customer service and communication skills who is looking to build their experience in the employee benefits and insurance industry.

*** The selected will be required to travel to the office on a full-time basis for the first six months. After training, the work model will be hybrid.***

Essential Duties and Responsibilities:

• Support customers with questions related to health insurance, employee benefits, billing, and account services
• Handle incoming customer calls and conduct outbound calls when needed
• Help customers navigate online enrollment portals, billing systems, and carrier platforms
• Provide clear, accurate information about policies and health insurance benefits
• Troubleshoot account issues and help identify solutions
• Partner with internal teams to resolve more complex customer inquiries
• Follow up on open customer service matters to ensure timely resolution
• Maintain accurate and thorough documentation of customer interactions
• Work across multiple systems and applications while providing a positive customer experience
• Consistently meet established service, quality, productivity, and attendance expectations

Knowledge, Skills, and/or Abilities:

• Strong communication and interpersonal skills
• A genuine passion for helping customers and providing excellent service
• Strong attention to detail, organization, and follow-through
• The ability to multitask and manage multiple priorities
• A dependable and professional approach
• Proficiency with Microsoft Word, Excel, and Outlook
• Previous customer service or administrative experience
• Experience with insurance or employee benefits is a plus
• Familiarity with CRM platforms, including Salesforce, is a plus
• Bilingual skills are preferred

Education and/or Experience:

• High school diploma required
• Bachelor’s degree preferred, or equivalent relevant work experience
• Previous administrative and customer service experience preferred

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, when all is said and done, we exist to be there for others. The base salary range for this position is $50,000 to $55,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be resolved on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.