• Provides strong customer service for block of business, managing new and renewal implementation processes for accounts• Supports an assigned team of Underwriters and Business Development Leaders to ensure smooth delivery of clients services• Conducts the administration of contractual requirements inclusive of drafting policy limitations language based on interpretation of plan documents• Maintains ongoing account relationships including the collection of required items to ensure timely delivery of final policy and underwriting requirements, validating document terminology fits contractual needs, protects QBE against risk and requests any additional documentation, if necessary• Develops working relationships with external production partners to ensure high level communication on policy issuance requirements• Reviews employer plan documents and amendments for alignment with Policy language; lead collaboration efforts to determine rate or policy term impact and evaluate risk to business operations and loss ratio• Formulates, affects, interprets and implements policy procedures, guidelines, strategic imperatives and product updates; draft procedural and endorsement language to be approved / signed off on by Underwriting and Product Compliance as necessary• Makes recommendations for improvements to exceed customers’ expectations• Consults and advises management of trends in employer plan language and data quality of required reporting and final underwriting requirements; monitor policies and ensure changes in rates, terms, medical management and claims are handled with minimal risk to the organization• Compare and evaluate renewal underwriting requirements against expiring policy terms• Pursues and maintains qualifications and continued education in the areas of related state and federal regulations• Develops strong underwriting knowledge and assist with final underwriting requirements

• In addition to the Customer Service Representative responsibilities;• Resolve complex service issues• Workflow Specialist for the CSR team• Conduct Open Enrollment Meetings• Support the ongoing management of COBRA, FSA, and HSA administration• The ChooseWell Super User for the state of Florida (ChooseWell is HUB International’s online Wellness portal that clients can utilize); Responsible for on-boarding New Clients and updating subscriptions in CRM

• Support Account Executive/Client Service Manager with new customer set-up, reviews and ensures completeness of customer information entered into agency management system, Benefit Point• Responsible for customer support from a day-to-day, employee advocacy and employee care line• Take inbound calls and emails answering questions about eligibility, benefits, claims and other questions about health insurance and guidelines for existing book of business• Assists Client Service Manager in enrollment/post enrollment client• Creating Open Enrollment Benefit Guides and Universal Applications for clients• 5500 Filing

• Served as Administrative Assistant to the Safety Compliance Manager of GLSS, a non-profit agency serving the nutritional and transportation needs of those over 60 years of age, as well as adults of all ages with disabilities and their families, living on the North Shore of Massachusetts• Aided the Transportation Department by organizing and compiling all information pertaining to accident and incident reports • Entered road observations, grievances, disciplinary actions and driver incidents into databases• Assisted in the Human Resources department conducting English tests, phone interviews and reference calls