[Remote] COBRA Support Specialist (remote)

Note: The job is a remote job and is open to candidates in USA. NFP, an Aon company, is a recognized leader in employee benefits solutions, and is seeking a COBRA Support Specialist to join their team. This role is essential for providing customer support and managing COBRA administration in compliance with federal regulations, while fostering long-term relationships with clients and participants. Responsibilities Punctually logs in at their assigned phone shift and maintains available status outside of breaks and lunches Promptly answers incoming calls and e-mails to provide support to clients, brokers, and participants Accurately & confidently explains COBRA to clients, brokers and participants, including COBRA notices, timelines, payments, reporting and coverage Assist clients, brokers and participants with navigating the COBRA & Direct Billing Portal and Mobile App Remains familiar with reporting functionality and assists clients and brokers with running and interpreting reports in the COBRA & Direct Billing Portal Document all interactions in the phone system & COBRA & Direct Billing Portal immediately after calls & emails Keeps organized notes of calls requiring follow-up and takes ownership until resolution is reached Maintain a strong working knowledge of COBRA and stay current with law and regulation changes Confidently handles complex issues and collaborates with other team members to come to the best resolution Tactfully addresses sensitive participant matters Documents urgent reinstatement requests according to department procedure and timely follows up on requests as stated until completed Consistently follows-through and follows-up on requests until resolved Take initiative to use available resources to problem-solve and escalate when appropriate Appropriately redirect calls and emails to other departments as needed Assumes other duties as assigned by Manager Ensure privacy by following all security and HIPAA guidelines Timely process requests from participants according to department procedures in the COBRA & Direct Billing Portal, including COBRA elections Removing Dependents Dropping Coverage Life Events Updating direct billing accounts Timely process requests from clients and brokers according to department procedures in the WEX Health COBRA, including: Contact changes Adding/removing subsidies Reporting requests Make good use of available templates and resources to efficiently handle incoming requests Engage productively with other team members to encourage and maintain an up building environment Ability to work effectively with various individuals and multi-task Ability to make decisions utilizing sound judgment Assumes other duties as assigned by Manager Skills 6-12 months of direct COBRA Administration experience Track record as an enthusiastic team player with proven ability to prioritize, multi-task A passion to make customers and coworkers feel important and valued Must be able to cope in fast-paced environment managing sensitive, confidential issues Proficient PC Skills including Microsoft Suite (Microsoft Office, Excel, Outlook, Sharepoint, Teams) Experience with Direct Billing preferred Experience with WealthCare COBRA Platform strongly preferred Experience with RingCentral preferred Bilingual, Spanish Benefits PTO & paid holidays 401(k) with match Exclusive discount programs Health & wellness programs Company Overview NFP, an Aon company, helps companies and individuals address today’s most significant Risk Capital and Human Capital challenges. It was founded in 1999, and is headquartered in New York, New York, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship NFP, an Aon company has a track record of offering H1B sponsorships, with 7 in 2025, 2 in 2024, 4 in 2023, 10 in 2022, 3 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.