Client Services Representative

Venbrook is a privately held insurance brokerage and risk management firm providing tailored solutions across employee benefits. The Client Services Representative supports employees and HR contacts with day-to-day benefit inquiries, ensuring a consistent member experience and resolving routine issues while escalating complex matters as needed. Responsibilities 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 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 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 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 Skills 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 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 Benefits 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 Company Overview Venbrook Group, LLC ("Venbrook") is a holding company with subsidiaries engaged in retail broking, wholesale broking, programs, and claims services. It was founded in 2000, and is headquartered in Woodland Hills, California, USA, with a workforce of 501-1000 employees. Its website is