Customer Service Specialist

Employee Benefits Customer Service Specialist (Bilingual-Spanish)

At Alera Group, we help businesses navigate risk with confidence. Our Employee Benefits teams deliver thoughtful, people-centered solutions that protect employees and strengthen organizations. We’re hiring a Employee Benefits Customer Service Specialist (Bilingual-Spanish) to support our Employee Benefits team by delivering exceptional service, operational precision, and responsive support to clients and internal partners.

This role is ideal for someone who thrives in a fast-paced, service-oriented environment and takes pride in handling sensitive, time-critical information with care and professionalism.

About Alera Group
Founded in 2017, Alera Group has grown to become the 14th largest broker of U.S. business. We are passionate about our clients’ success in Employee Benefits, Property & Casualty Insurance, Retirement Plan Services, and Wealth Services. With offices nationwide, our collaborative approach allows us to deliver national strength with local service.

This role supports clients by ensuring benefits programs are administered accurately, aligned with strategic objectives, and compliant with all regulatory requirements. You’ll partner with internal teams and client contacts to deliver seamless execution, creative solutions, and a superior client experience.

Why Alera Group

• Meaningful Impact: Support clients and members directly, helping ensure access to health coverage and resolving complex issues with clarity and care.
• Growth & Learning: Gain hands-on experience across group benefits operations while expanding your knowledge of insurance workflows, billing, and carrier processes.
• Collaborative Culture: Work closely with Account Executives, Operations leadership, and brokers in a team-oriented environment that values responsiveness and professionalism.

If you’re energized by helping people, thrive in a detail-focused role, and want to contribute to a mission-driven benefits team with deep community roots, we’d love to hear from you.

What You’ll Do / Your Impact

Client & Member Service Excellence

• Review and process new hire enrollments and coverage changes accurately and efficiently

• Respond to escalated member claim issues with professionalism and follow-through

• Work with clients and colleagues in the Pacific Time Zone (PST) hours

• Manage resolution of group policy issues while maintaining clear communication with stakeholders

• Ensure all follow-up requests meet department service standards and confirm carrier processing

Operational Accuracy & Billing Support

• Process group-level change requests and resolve billing discrepancies

• Track pending requests and proactively communicate status updates

• Maintain confidentiality when handling sensitive employee and group information

Team & Broker Support

• Assist Account Executives, Associate Account Executives, Operations leadership, and senior management as needed

• Process agent appointments for group business on behalf of Dickerson brokers

• Support workflow efficiency and contribute to continuous service improvement

What You Bring

Required

• High school diploma

• 2–3 years of health insurance or employee benefits industry experience

• Bilingual - fluent in English & Spanish

• Working knowledge of health insurance terminology and small group benefit offerings

• Strong organizational skills with high attention to detail

• Ability to handle confidential information with professionalism and discretion

• Typing speed of at least 40 wpm

• Intermediate knowledge of Microsoft Office Suite

Preferred

• Advanced understanding of insurance operations workflows

• Experience resolving billing discrepancies and claim escalations

• Familiarity with CRM platforms and ability to quickly learn new systems

• This role is remote with a preference for candidates located in PST time zone. 

Core Competencies

• Strong interpersonal skills and professional judgment

• Customer-first mindset with a service-driven approach

• Ability to manage multiple priorities and time-sensitive requests

• Clear, tactful communication across all organizational levels

• Accountability and follow-through

Salary range is $21.00 to $24.00 per hour. 

Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.

This role is remote with a preference for candidates located in PST time zone. 

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.

Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process.

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