OVERVIEW
Alera Group company, is looking for a COBRA and Direct Billing Manager. This is a remote position!
Alera Group was founded in 2017 and has grown to become the 15th largest broker of US business. We are passionate about our clients' success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
RESPONSIBILITIES
- Owns the full lifecycle of assigned clients, ensuring a proactive, consultative, and strategic client experience that drives retention and long-term success. Acts as a trusted advisor to clients by guiding them through best practices, platform enhancements, and strategic planning. Regularly participates in quarterly strategy reviews, annual stewardship meetings, and periodic health checks to strengthen client relationships and reduce churn.
- Oversees implementations, renewals, and ongoing client support. Ensures smooth transitions during new client onboarding, coordinating project plans and deliverables. Works closely with internal teams to meet target go-live dates and maintain client satisfaction. Conducts post-launch system audits to optimize platform performance.
- Works with internal teams to configure and test the WEX platform. Ensures platform accuracy and prevents issues through robust Quality Assurance (QA) testing before system launches and annual enrollments. Owns final QA validation, ensuring platform readiness and compliance with regulatory requirements.
- Serves as the escalation point of for resolving complex client issues, conducting root-cause analysis, and implementing preventative measures. Manages escalations and partners with the Associate Director on complex issues, and leverages data to proactively identify and mitigate recurring client challenges.
- Provides training and guidance to clients on WEX functionality, processes, and system enhancements. Oversees system administrator training and ensures clients are fully equipped to manage their platform. Maintains Trainual content and ensures clients have access to the latest documentation.
- Works closely with internal teams to ensure seamless service delivery for the inclusion of enhanced services. Collaborates with sales & marketing to identify growth strategies and drive upsell/cross-sell opportunities.
- Maintains accurate and updated client records in CRM and Trainual. Documents best practices, FAQs, and platform updates to ensure consistency in service delivery. Identifies efficiencies in workflows and automation opportunities. Ensures system configurations align with client needs
QUALIFICATIONS
- Bring 3+ years of experience in COBRA, Direct Billing, or HR technology, with a strong foundation in client service and a Bachelor's degree in Business, Human Resources, Information Systems, or a related field preferred.
- Recognized Subject Matter Expert in the WEX platform, with completion of all available certifications and active engagement in ongoing training, product updates, and internal knowledge-sharing.
- Possess deep understanding of COBRA compliance, regulatory requirements, and industry best practices, ensuring accurate guidance and support for clients.
- Demonstrate strong communication and relationship-building skills, with the ability to influence, educate, and deliver high-quality client experiences.
- Skilled in managing multiple projects and priorities in a dynamic environment, leveraging tools like CRM and project management platforms (e.g., Zoho) to ensure timely and successful outcomes.
BENEFITS
Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.
The salary range is $55,000 to $70,000, depending on experience.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.
If you're a California resident, please read the California Consumer Privacy Act prior to applying.
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