Employee Navigator Customer Service Analyst

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Brown & Brown is Seeking an Employee Navigator Customer Success Analyst to join our growing team.

The Customer Success Analyst is a key team member of the National Employee Benefits Technology (EBTech) Department.  The department deploys various software tools to our valued customers and their employees for use in health care reform compliance, automated benefits enrollment, and other needs for automation.  With assistance, the incumbent is responsible for carrying out various aspects of that software implementation process, including needs analysis, configuration, testing, training, and presentation of the software to customers and/or their employees, as well as post-implementation support

How You Will Contribute

• Support new and existing low to moderate complexity customer websites (using third party software).
• Solves and troubleshoot routine issues for customer accounts, ensuring that communication with customers occurs.
• Test and audits own and others configured software to ensure proper functioning.
• Working with Customer Success Specialist to learn quality assurance basics and assist Implementation Analyst with development low to moderate complexity sites.
• Proficient ability to follow and interpret established SOPs and execute assigned duties.
• Learn to establish, cultivate and manage relations with account teams, carriers, vendors, and customers to improve customer retention.
• Developing root cause analysis skills to provide direct daily support to assigned customers and/or customers as directed
• Leverages working knowledge of health and benefits products, services and tools in order to appropriately configure and test software tools.
• Promote a commitment to achieve or exceed internal and external performance standards.
• Perform initial quality assurance on low to moderate complexity site builds, and review findings with Implementation Specialist.
• Anticipates and responds to customer support questions as assigned and working directly with customers, as requested.
• Participate in customers meetings, as needed.
• Follow department guidelines, policies and procedures, including professional development.
• Pursues a course of personal, professional development.
• All other duties as assigned.

Licenses and Certifications:

• Licensure in Life and Health Insurance

Skills & Experience to Be Successful

• Minimum education required: Associate’s, or Bachelor’s degree, or equivalent work experience

• 1-3 years of applicable software and implementation experience
• Proficient with MS Office Suite
• Experience working with personal applications

1-3 years of experience in an office environment, preferably in the insurance, human resources, or financial sectors

Pay Range

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations. 

The Power To Be Yourself  

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.