Employee Benefits - Customer Service

Location NC, United States
Experience level Experienced Hire
Job details sector Life & Savings Insurance
Apply before Date not available
Candidate will be a member of AXA’s Customer Service team supporting AXA’s Employee Benefits business responsible for the following:
• Customer inquiries related to product, coverage and administration guidelines
• Group eligibility administration - additions, changes, terminations
• Employer billing inquiries related to invoice administration, reconciliation and website support
• Ad hoc technology support for Brokers, Employers and Employees related to AXA’s EB360 website and enrollment platform (bswift).
• Designated Employer relationship manager and point of contact for administrative support and escalations

From a manager and business analyst perspective, candidate will be expected to:
• Operate as a player-coach for select members of the Customer Service team
• Define and refine processes and document written procedures to improve the efficiency of the business
• Serve as a designated point of escalation path for EB Sales personnel.
• Report on key performance metrics on a daily, monthly and quarterly basis including: abandon call rate, call answer speed, customer satisfaction, contact volume, contacts closed within service level agreements, open ticket volume, aged ticket volume.
• Optimize customer experience through application of industry knowledge, subject matter expertise and technology tools with ability to track feedback / results and measure against industry benchmarks.


Candidate must possess a Life & Health license
• Candidate must have a minimum of 5 years’ experience in the Group Benefits space with familiarity of the following products - Life/AD&D, Dental, Vision, Short & Long-Term Disability
• Spanish speaking preferred
• Candidate must have Customer Service and Relationship Management experience with demonstrated proficiency in responding to customer requests, problem solving, processing administrative transactions and case management
• Candidate must possess a Customer centric mindset
• Candidate must have experience with Enrollment platforms, bswift platform a plus
• Demonstrates proficiency with leveraging technology to optimize Customer Service capabilities
• Strong written/verbal communication skills
• Ability to operate in a challenging and fast-paced team environment.
• Possess a high level of reliability, responsibility and organization

As an employer AXA is committed to creating an environment where everyone feels completely comfortable bringing their true selves to work every day. AXA US has been recognized and certified as a great place to work by the Great Place to Work Institute.

We provide our employees opportunities to move within our organization so they can grow their career and skills without ever having to leave AXA. Almost 40% of our open jobs are filled with current employees.
NOTE: AXA participates in the E-Verify program.

In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.

AXA is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.
In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.