Job description
Grow With Us! At Hilb Group, we recognize that our associates are our greatest asset. We promote a service-driven culture of high performance that encourages career and professional development. The Hilb Group is currently seeking a motivated and ambitious Case Builder and Service Representative who has a focus in handling transportation accounts to join our team. The ideal candidate will be motivated to succeed, is well organized, able to prioritize, and able to work well with a team. This is a remote position.
Responsibilities:
Provide ongoing support to clients, brokers, and internal teams related to the Employee Navigator platform
Troubleshoot platform-related issues, including:
Employee enrollment questions
Benefit corrections and updates
User access and navigation support
System configuration questions
Data review and cleanup requests
Respond to support requests in a timely, professional, and solutions-oriented manner
Escalate technical or carrier-related issues to the appropriate internal teams when necessary
Maintain accurate documentation of support activity and case updates
Support the NEP Build Team during periods of increased implementation or Open Enrollment volume
Assist with benefit platform configuration tasks, including:
Plan setup
Eligibility configuration
Employee class structures
Basic system testing and review
Data validation and quality checks
Partner closely with Account Managers, Builders, and Operational Leadership to ensure accurate and timely delivery
Participate in quality control and process improvement initiatives
Work collaboratively across Service, Build, Carrier Connections, and Account Management teams
Adapt to shifting priorities and operational needs throughout the year
Support both NEP Wholesale and Hilb-related business while understanding the nuances of each support model
Contribute to maintaining scalable, process-driven operational standards
Qualifications:
Minimum high school degree
2+ years of customer service, benefits administration, or employee benefits experience preferred
Experience with Employee Navigator strongly preferred
Experience with benefits administration platforms, HRIS systems, or enrollment technology a plus
Strong attention to detail and organizational skills
Ability to manage multiple priorities in a deadline-driven environment
Excellent written and verbal communication skills
Comfortable working independently while collaborating across teams
Proficiency with Microsoft Office products and shared collaboration tools
Ability to learn technical processes quickly and adapt to changing workflows
Problem solver with a strong sense of ownership
Calm under pressure during peak enrollment periods
Team-oriented with a flexible mindset
Process-driven while maintaining a client-first approach
Comfortable shifting between repetitive operational work and client-facing communication
Curious and eager to grow within benefits technology operations
Benefits:
Company Paid Life Insurance, Long-Term and Short-Term Disability.
Medical, Dental, Vision and FSA/HSA plans.
401(k) with company match.
Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits.
Generous PTO.
An awesome team of professionals!
The Hilb Group is an equal opportunity employer, and we actively support and comply with all applicable federal, state, and local laws prohibiting all forms of discrimination in employment. Additionally, we have a zero-tolerance policy for all forms of harassment in violation of federal, state, and local laws.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.