Job Description
JOB TITLE: Client Services Representative (CSR) – Employee Benefits
DEPARTMENT: Employee Benefits
LOCATION: Hybrid | Southern California |Preference for Orange County, CA
CLASSIFICATION: Non-Exempt
LANGUAGE REQUIREMENT: Bilingual English and Spanish
COMPENSATION: Hourly wage: $28.85 – $33.65 Based on experience
COMPANY OVERVIEW:
Venbrook is a privately held insurance brokerage and risk management firm providing tailored solutions across employee benefits, property and casualty, and specialty lines.
Our teams support clients through direct service, accountability, and clear communication.
Our culture emphasizes ownership, collaboration, and trust.
We offer a comprehensive benefits package:
- 401k with employer match
- Medical, dental, vision, life, and disability insurance
- Paid Time Off
- Paid holidays
- Paid sick leave
- Professional development opportunities
- Flexible work arrangements
JOB SUMMARY:
The Client Services Representative supports employees and HR contacts with day-to-day benefit inquiries.
You operate in a high-volume, member-facing environment.
You resolve routine issues and escalate complex matters following defined guidelines.
Your work supports a consistent member experience and reduces service interruptions for Account Management teams.
DUTIES/RESPONSIBILITIES:
Employee and Member Support
- Serve as the primary contact for benefit inquiries via phone and email
- Explain coverage, eligibility, and benefit usage in clear terms
- Guide members through carrier portals, mobile applications, and ID card access
- Support employees during open enrollment
- Provide bilingual support in English and Spanish
Routine Benefits and Claims Support
- Process ID card requests and replacements
- Confirm provider network participation
- Respond to basic claim status inquiries
- Verify eligibility and enrollment changes
- Add or remove dependents
- Provide prescription refill guidance
- Address standard open enrollment questions
Issue Identification and Escalation
- Identify issues requiring escalation
- Route cases to Account Management per internal guidelines
- Ensure complete documentation prior to escalation
- Maintain ownership until successful handoff is confirmed
Documentation and Collaboration
- Document all interactions and outcomes in the CRM system
- Track open items through resolution
- Partner with Account Managers and Advocacy teams
- Identify recurring issues and share trends with leadership
EDUCATION & EXPERIENCE:
Required Skills & Qualifications
· One to three years of experience in employee benefits, insurance
· Bilingual English and Spanish
· Clear written and verbal communication skills
· Ability to manage high call and email volume
· Strong organization and follow-through
· Professional and composed in time-sensitive situations
Preferred Qualifications
· Experience in an employee benefits brokerage or consulting environment
· Knowledge of health and welfare benefit plans
· Experience with CRM or benefits administration platforms
· Working knowledge of Outlook, Word, and Excel
Measures of Success
Timely resolution of routine member issues
- Clear and complete escalation documentation
- Positive member experience feedback
- Reduced disruption to Account Management workflows