Customer Service Associate

Customer Service Associate (CSA)

Location: Remote; May be occasional Hybrid in Salt Lake City, UT area
Department: ICHRA
Reports To: ICHRA Team Lead

Position Summary

Enroll365 is seeking a Customer Service Associate (CSA) to support our growing ICHRA and individual benefits operations team. This role is ideal for someone who is organized, detail-oriented, customer-focused, and comfortable helping members, employers, carriers, and internal teams resolve enrollment, payment, documentation, and coverage-related issues.

The CSA serves as an operational support partner to Enrollment Agents and Client Service Managers by helping manage premium payments, autopay setup, documentation collection, case follow-up, system updates, and administrative workflows. This position plays a critical role in keeping member coverage active, reducing preventable terminations, and creating a smooth service experience.

Key Responsibilities

• Support enrollment and client service teams with administrative, member service, and operational tasks.

• Assist with binder payment processing, premium payment follow-up, and autopay setup and verification.

• Investigate and help resolve payment, billing, enrollment, and coverage issues.

• Gather, review, organize, and submit required SEP, enrollment, and policy maintenance documentation.

• Contact members, employees, HR teams, carriers, and third-party administrators to obtain missing information and move open items forward.

• Update and maintain accurate records, case notes, account activity, and documentation in Salesforce and other operational systems.

• Track open cases, outstanding documentation, payment issues, autopay status, and carrier follow-ups through completion.

• Assist members with carrier portal access, autopay set up, payment options, and account maintenance needs.

• Support carrier troubleshooting and escalate complex issues to leadership, carrier partners, or vendors when appropriate.

• Assist with policy audits, quality checks, enrollment verification, and coverage maintenance activities.

• Provide general operational support during Open Enrollment, onboarding periods, and other peak workload times.

• Follow established workflows and service standards to ensure timely, accurate, and compliant member support.

What Success Looks Like

• Member documentation is complete, accurate, and submitted on time.

• Open cases, payment issues, and documentation requests continue moving without unnecessary delays.

• Administrative and coverage issues are identified early, tracked carefully, and resolved proactively.

• Salesforce records, case notes, payment details, and account documentation are kept current and reliable.

• Members receive clear, timely support with payments, autopay, documentation, and coverage questions.

• The enrollment team has reduced administrative burden because routine follow-up and account maintenance tasks are handled consistently.

Qualifications

• Strong customer service and communication skills, including the ability to communicate clearly by phone, email, and text.

• Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.

• Comfortable working with technology, learning new systems, and navigating carrier portals, CRM tools, and enrollment platforms.

• Comfort working in systems-heavy environments and using shared trackers, CRM tools, or case-management platforms.

• Strong written and verbal communication skills.

• Ability to analyze information, solve problems independently, follow up consistently, and escalate when appropriate.

• Experience in health insurance, employee benefits, ACA, ICHRA, individual health insurance, or related service operations is preferred but not required.

• Salesforce experience is preferred; health insurance licensing is a plus.

Preferred Experience

• Health insurance, benefits administration, insurance agency, or customer service experience.

• Experience with ICHRA, ACA, individual health insurance, or employee benefits.

• Experience working with enrollment platforms, TPAs, carrier portals, Salesforce, or similar case-tracking systems.

• Proficiency with Microsoft Office, particularly Outlook and Excel.

Why this role matters

This role is central to maintaining member coverage, reducing preventable terminations, and ensuring members have a smooth and compliant enrollment experience. The right person will help keep payments, autopay, documentation, account maintenance, and coverage-related follow-up organized and moving forward while supporting the broader enrollment and client service teams.

Working Conditions / Essential Functions:

• This position is primarily remote. Employees perform most work from a remote workspace using a computer, phone, email, carrier systems, Salesforce, and other operational tools. Employees who live in the local area may occasionally be asked to attend in-office meetings in the Salt Lake City, UT area. Daily work includes computer interfacing, data entry, electronic communications, member and carrier follow-up, virtual meetings, and occasional in-person meetings when needed.

• Physical demands include the ability to lift and move objects (typically 0 – 10 lbs.) and visually monitor information/data on a computer screen.

• The working environment described above provides a detailed representation of what employees might encounter in the workplace while performing the essential duties of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential duties of the job.

This job description is not designed to cover or to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.