📌 Core Information
🔹 Job Title: Employee Benefits Account Service Representative
🔹 Company: Cross Insurance
🔹 Location: Portland, ME (with remote flexibility after 6 months)
🔹 Job Type: Full-Time
🔹 Category: Insurance
🔹 Date Posted: April 4, 2025
🔹 Experience Level: Entry-Level (0-2 years)
🔹 Remote Status: Hybrid (on-site for the first 6 months, then remote flexibility)
🚀 Job Overview
Key aspects of this role include:
- Serving as the initial point of contact for employer groups/employees on service-related issues
- Fostering long-term relationships between Cross Insurance, clients, and their employees
- Developing and maintaining positive relationships with insurance carriers
- Building solid partnerships with producers, account executives, and account managers
- Contributing to the overall success of the Cross Insurance team
ASSUMPTION: This role requires strong communication skills, patience, and empathy to handle various customer service inquiries and build relationships with clients and insurance carriers.
📋 Key Responsibilities
✅ Assist clients and their employees with day-to-day customer service correspondence on billing, eligibility, and claims questions/concerns
✅ Notify producers/account executives and/or account managers of any elevated billing, enrollment, or claim issues
✅ Process enrollments/terminations in appropriate carrier websites or via email to carrier customer support
✅ Create and maintain daily customer service, new group, and pre-renewal activities in Salesforce/Agency Management System
✅ Complete tasks in Salesforce/Agency Management System
✅ Maintain awareness of new developments or changes with various carriers and new Federal/State laws that may affect how clients must administer their benefit programs
✅ Attend and complete any training sessions or assignments as required
✅ Adhere to client service standards of the department and agency
✅ Perform other tasks on projects as needed/assigned
ASSUMPTION: This role involves a mix of customer service, administrative tasks, and relationship building, requiring strong organizational skills and attention to detail.
🎯 Required Qualifications
Education: High school diploma or equivalent degree
Experience: At least one year of experience in employee benefit account management or equivalent combination of education and experience
Required Skills:
- Strong communication skills
- High level of patience and empathy
- Intermediate knowledge of Microsoft Word and Excel
- Strong organizational skills and high attention to detail
- Responsive and self-motivated
- Team player and task-oriented
- Bias for action and avoidance of workplace distractions
Preferred Skills:
- Knowledge of PowerPoint
- Salesforce experience
- Maine agent’s license in Health and Life or ability to obtain within 6 months from date of hire
ASSUMPTION: While a college degree is preferred, the company is open to considering candidates with relevant experience and a high school diploma or equivalent degree.
💰 Compensation & Benefits
Salary Range: $35,000 - $45,000 per year (estimated based on industry standards for entry-level insurance roles in Maine)
Benefits:
- Health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off (vacation, sick, and holidays)
- Employee assistance program
- Tuition reimbursement
- Employee discounts on insurance products
Working Hours: Full-time, Monday-Friday, 8:30 AM - 5:00 PM (with a one-hour lunch break)
ASSUMPTION: The salary range provided is an estimate based on industry standards and may vary depending on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Insurance
Company Size: Medium (501-1,000 employees)
Founded: 1954
Company Description:
- Cross Insurance is a family-owned insurance agency with over 40 branches throughout the Northeast
- Since its founding in 1954, the company has grown to become one of New England's largest independent insurance intermediaries
- Cross Insurance offers personal insurance, employee benefits, commercial insurance, and financial services
Company Specialties:
- Personal Insurance
- Employee Benefits
- Commercial Insurance
- Financial Services
Company Website: www.crossagency.com
ASSUMPTION: Cross Insurance is a well-established company with a strong presence in the Northeast, offering a range of insurance services to both individuals and businesses.
📊 Role Analysis
Career Level: Entry-level
Reporting Structure: This role reports directly to the Account Manager or Producer/Account Executive
Work Arrangement: On-site for the first 6 months, then hybrid with remote flexibility
Growth Opportunities:
- Advancement to Account Manager or Producer/Account Executive roles
- Expansion of responsibilities and client base
- Professional development and training opportunities
ASSUMPTION: This role offers opportunities for career growth and professional development within the company.
🌍 Location & Work Environment
Office Type: Corporate office environment
Office Location(s): Portland, ME (with remote flexibility after 6 months)
Geographic Context:
- Portland, ME is the largest city in Maine, with a population of approximately 66,000
- The city is known for its vibrant arts scene, historic architecture, and outdoor recreation opportunities
- Maine has a humid continental climate, with warm summers and cold, snowy winters
Work Schedule: Full-time, Monday-Friday, 8:30 AM - 5:00 PM (with a one-hour lunch break)
ASSUMPTION: The work environment is professional and collaborative, with opportunities for remote work after the initial on-site period.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-person or virtual interview with the hiring manager
- Background check and reference check
- Job offer
Key Assessment Areas:
- Communication skills
- Problem-solving abilities
- Customer service experience
- Attention to detail and organizational skills
Application Tips:
- Highlight any relevant customer service or insurance industry experience
- Tailor your resume and cover letter to emphasize skills and experiences that match the job requirements
- Prepare for behavioral interview questions that focus on customer service scenarios and problem-solving
ATS Keywords: Customer Service, Insurance, Benefits, Account Management, Salesforce, Microsoft Word, Microsoft Excel, Communication, Patience, Empathy, Organizational Skills, Attention to Detail
ASSUMPTION: The application process may vary depending on the specific needs of the hiring manager and the company.
🛠️ Tools & Technologies
- Salesforce/Agency Management System
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint (optional)
- Email and phone systems for customer service inquiries
ASSUMPTION: The tools and technologies required for this role are standard for the insurance industry and can be learned with the appropriate training and onboarding.
👔 Cultural Fit Considerations
Company Values:
- Integrity
- Expertise
- Service
- Community
- Family
Work Style:
- Collaborative and team-oriented
- Customer-focused
- Adaptable and responsive to change
- Professional and polished
Self-Assessment Questions:
- Do I possess strong communication skills and the ability to empathize with customers?
- Am I organized, detail-oriented, and able to manage multiple tasks efficiently?
- Do I thrive in a collaborative, team-based environment and enjoy working with others to achieve common goals?
ASSUMPTION: Cross Insurance values employees who embody their core values and work well within a collaborative, customer-focused environment.
⚠️ Potential Challenges
- Handling high volumes of customer service inquiries and maintaining a high level of patience and empathy
- Managing multiple tasks and deadlines in a fast-paced environment
- Adapting to changes in insurance policies, regulations, and carrier relationships
- Working on-site for the first 6 months, with potential adjustments to work-life balance
ASSUMPTION: These challenges can be overcome with strong communication skills, organizational abilities, and a willingness to adapt and learn.
📈 Similar Roles Comparison
- Employee Benefits Account Service Representative vs. Customer Service Representative (CSR):
- Both roles involve handling customer service inquiries and maintaining a high level of patience and empathy
- The Employee Benefits Account Service Representative role requires a deeper understanding of insurance policies and benefit programs
- The CSR role may involve a broader range of products and services, depending on the company
- Employee Benefits Account Service Representative vs. Account Manager:
- Both roles involve building and maintaining relationships with clients and insurance carriers
- The Employee Benefits Account Service Representative role focuses more on day-to-day customer service and administrative tasks
- The Account Manager role involves strategic planning, sales, and account growth
- Employee Benefits Account Service Representative vs. Insurance Agent/Broker:
- Both roles involve working with insurance policies and benefit programs
- The Employee Benefits Account Service Representative role is more focused on customer service and administrative tasks
- The Insurance Agent/Broker role involves sales, underwriting, and policy issuance
ASSUMPTION: Each role within the insurance industry has its unique focus and requirements, offering opportunities for career growth and development.
📝 Sample Projects
- Handling a high volume of customer service inquiries during open enrollment season
- Successfully navigating a complex insurance carrier system to process enrollments and terminations
- Collaborating with the account manager to renew a large employer group's benefit program
ASSUMPTION: These sample projects demonstrate the range of tasks and responsibilities required for the Employee Benefits Account Service Representative role.
❓ Key Questions to Ask During Interview
- What are the most challenging aspects of this role, and how can I best prepare for them?
- How does this role fit into the overall structure of the department and the company?
- What opportunities are there for professional development and growth within this role?
- How does the company support work-life balance for its employees?
- What are the key priorities for this role in the first 30, 60, and 90 days?
ASSUMPTION: Asking thoughtful questions demonstrates your interest in the role and the company, and provides valuable insights into the work environment and expectations.
📌 Next Steps for Applicants
To apply for this position:
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
