Employee Navigator Support Analyst (Remote)

About the position At We Insure Risk, we are a team of industry experts driven by a shared commitment to teamwork, integrity, accomplishment, and creativity. Our success is rooted in our collaborative approach, allowing us to develop innovative solutions that protect what matters most to our clients. We dont just think outside the box; we break it! Our mission is to provide creative strategies that effectively mitigate risk and advocate for our clients' best interests. By challenging the status quo and turning the industry upside down, we strive to redefine what is possible in insurance. Together, we embrace our values of passion and creativity to deliver tailored solutions that make a real difference. Position Overview : We are seeking a dedicated and detail-oriented Employee Navigator Support Analyst to join our Technology Team. This role is fully focused on building out and renewing Employee Navigator (EN) systems. This individual will guide our broker clients through critical phases of their customer journey and share their expertise to help all users become proficient with the Employee Navigator platform. If you are a proactive problem-solver with a passion for technology and client support, we encourage you to apply for this exciting opportunity to grow with our team!

Responsibilities

• Employee Navigator Build-Out & Renewal: Fully manage the EN build-out process, ensuring timely and accurate system renewals.
• Frontline Support: Spend approximately one-third of your time providing direct support to clients, resolving complex issues, and advising on best practices for using EN software.
• Liaison Role: Serve as the primary contact between clients and carrier integrations, facilitating smooth communication and issue resolution.
• Process Documentation: Diligently document internal processes and contribute to training guides and resources to support team growth and operational efficiency.
• Training & Development: Conduct training sessions for new hires and existing employees, enhancing their understanding and use of EN.
• Continuous Improvement: Provide feedback and suggestions for improving processes, products, and customer support strategies.

Requirements

• Minimum of 3 years in a consultative support role, with a track record of helping clients resolve complex issues.
• Benefits Administration Systems experience such as Employee Navigator, Ease, BerniePortal, or similar platforms is required.
• Proven ability to deliver high-quality customer service, both via email and telephone, with a focus on empathy, accuracy, and problem-solving.
• Strong organizational skills to manage and prioritize customer inquiries effectively.
• Ability to quickly identify and resolve issues, knowing when to escalate problems for additional assistance.
• Motivated to continually improve personal knowledge, client satisfaction, and the product itself.
• Excellent interpersonal and communication skills (both oral and written)
• Proficient with use of Microsoft Office Suite and products
• A passion for being part of a team that drives our company to industry leadership
• Ability to establish and maintain effective working relationships with both peers and clients
• Authorized to work in the U.S. without sponsorship

Benefits

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401 (k)

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