Case Builder and Service Representative

Role Summary

Grow With Us! At Hilb Group , we recognize that our associates are our greatest asset. We promote a service-driven culture of high performance that encourages career and professional development. The Hilb Group is currently seeking a motivated and ambitious Case Builder and Service Representative who has a focus in handling transportation accounts to join our team. The ideal candidate will be motivated to succeed, is well organized, able to prioritize, and able to work well with a team. This is a remote position.

Troubleshoot platform-related issues, including

• Employee enrollment questions
• Benefit corrections and updates
• User access and navigation support
• System configuration questions
• Data review and cleanup requests
• Respond to support requests in a timely, professional, and solutions-oriented manner
• Escalate technical or carrier-related issues to the appropriate internal teams when necessary
• Maintain accurate documentation of support activity and case updates
• Support the NEP Build Team during periods of increased implementation or Open Enrollment volume

Responsibilities

Provide ongoing support to clients, brokers, and internal teams related to the Employee Navigator platform

Assist with benefit platform configuration tasks, including

• Plan setup
• Eligibility configuration
• Employee class structures
• Basic system testing and review
• Data validation and quality checks
• Partner closely with Account Managers, Builders, and Operational Leadership to ensure accurate and timely delivery
• Participate in quality control and process improvement initiatives
• Work collaboratively across Service, Build, Carrier Connections, and Account Management teams
• Adapt to shifting priorities and operational needs throughout the year
• Support both NEP Wholesale and Hilb-related business while understanding the nuances of each support model
• Contribute to maintaining scalable, process-driven operational standards

Requirements

• Minimum high school degree
• 2+ years of customer service, benefits administration, or employee benefits experience preferred
• Experience with Employee Navigator strongly preferred
• Experience with benefits administration platforms, HRIS systems, or enrollment technology a plus
• Strong attention to detail and organizational skills
• Ability to manage multiple priorities in a deadline-driven environment
• Excellent written and verbal communication skills
• Comfortable working independently while collaborating across teams
• Proficiency with Microsoft Office products and shared collaboration tools
• Ability to learn technical processes quickly and adapt to changing workflows
• Problem solver with a strong sense of ownership
• Calm under pressure during peak enrollment periods
• Team-oriented with a flexible mindset
• Process-driven while maintaining a client-first approach
• Comfortable shifting between repetitive operational work and client-facing communication
• Curious and eager to grow within benefits technology operations

Benefits

• Company Paid Life Insurance, Long-Term and Short-Term Disability.
• Medical, Dental, Vision and FSA/HSA plans.
• 401(k) with company match.
• Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits.
• Generous PTO.
• An awesome team of professionals!

The Hilb Group is an equal opportunity employer, and we actively support and comply with all applicable federal, state, and local laws prohibiting all forms of discrimination in employment. Additionally, we have a zero-tolerance policy for all forms of harassment in violation of federal, state, and local laws.