Discover your 100% YOU with MicroSourcing!
Position: Client Experience Specialist
Work setup: Hybrid| Night shift
Location: Ortigas, Pasig City
Why join MicroSourcing?
You'll Have
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Key Responsibilities
Are you passionate about delivering exceptional service and making a real difference in people's lives? Join our dynamic team as a Client Service Specialist, where you'll be the friendly, knowledgeable voice helping clients and their employees navigate the world of employee benefits. This is a remote role with high impact, a lot of variety, and room to grow.
As a Client Service Specialist, you'll be the first point of contact for service inquiries—fielding questions by phone, email, or chat from HR teams and employees across a diverse book of business. The Client Service Specialist plays a key role in delivering exceptional services and supports large enterprise accounts in partnership with the Client Success Manager. This position is responsible for executing core processes throughout the client service cycle, ensuring service delivery aligns with organizational KPIs, compliance standards, and client expectations. The Specialist also plays a leadership role among peers by educating and coaching fellow Client Service Specialists on best practices and group-specific processes.
This position requires a highly detail-oriented, client-centric professional with excellent communication and problem-solving skills. The ideal candidate thrives in a fast-paced, service-driven environment and is passionate about ensuring every client's interaction reflects excellence and expertise.
Responsibilities
Client Support & Service Delivery
- Serve as the primary point of contact for client and employee inquiries via phone, email, chat, and SMS, delivering timely and accurate responses.
- Ensure consistent delivery of high-quality service aligned with client expectations and contract requirements.
- Handle daily service requests, escalations, and issue resolution promptly and professionally.
Open Enrollment Support
- Support clients during open enrollment by preparing materials, assisting with system setup, and answering employee questions.
- Guide clients and their employees through the enrollment process, ensuring clear understanding of benefit options and eligibility.
Case Management & Collaboration
- Maintain comprehensive records of service interactions using CRM and case tracking tools such as Salesforce, HubSpot, and Employee Navigator.
- Work with carriers, vendors, and internal teams to resolve client issues and ensure efficient handling of all service tasks.
- Foster effective communication with clients and internal stakeholders to enhance the overall client experience.
- Address questions related to eligibility, enrollment, claims, billing, coverage, and system access to ensure consistent high-quality service.
- Create, track, and resolve service cases in alignment with SLA requirements to ensure timely issue resolution.
- Collaborate with the Client Success Manager to provide daily updates on open cases, client tasks, and upcoming deliverables.
Process Execution & Optimization
- Follow and uphold established workflows for client deliverables, benefits administration tasks, and account servicing milestones. Administration processes can include managing qualifying life events, evidence of insurability requests, approvals and denial, managing MSO orders, notifications for employees that are eligible but have not yet enrolled, dependent verification reminders and approval or denial, etc.
- Monitor service timelines, ensuring all internal and external deadlines are met.
- Identify areas for improvement and recommend enhancements to service processes and documentation.
KPI & Success Metrics Adherence
- Maintain performance standards aligned with team and organizational KPIs, including response times, case closure rates, and customer satisfaction.
- Regularly update CRM systems and service platforms to ensure data integrity, case tracking, and performance reporting.
- Collaborate with leadership on achieving service metrics and implementing continuous improvement initiatives.
Client & Team Education
- Coach and mentor fellow Client Service Specialists, providing guidance on enterprise client processes, documentation, and system workflows.
- Develop and share best practices for managing service requests and addressing client needs efficiently.
- Support training initiatives related to tools, technology, and procedures.
Requirements
- 2–4 years' experience in employee benefits, client service, or insurance brokerage preferred.
- Strong communication skills, both verbal and written to effectively interact with clients.
- Familiarity with Salesforce or other CRM software is a plus.
- Ability to analyze information and provide actionable insights for clients.
- Project management skills are beneficial but not required.
- Comfortable managing service requests, quoting, onboarding, and compliance workflows.
- Health & Life license or willingness to obtain one a plus.
What You Bring
- Empathy, patience, and professionalism under pressure.
- Attention to detail and proactive problem-solving.
- Comfort with learning new systems and managing multiple priorities.
- A passion for helping clients feel supported and confident in their benefits.
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About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/