Senior Customer Success Analyst

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Brown & Brown Insurance

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1939

💸 Finance

Finance • Insurance

Brown & Brown Insurance is one of the largest independent insurance brokerages globally, providing a comprehensive range of risk management solutions. Established in 1939, the company offers personal and business insurance, employee benefits, and various national programs. Brown & Brown is committed to diversity, inclusion, and belonging, fostering a culture that values talent and experience. With over 500 locations, the company is well-positioned to meet the diverse needs of its clientele and is listed on the New York Stock Exchange under the ticker BRO. The firm's strategic focus on mergers and acquisitions highlights its disciplined growth strategy.

📋 Description

• Serve as a subject‑matter resource for Employee Navigator in client meetings and internal collaboration. • Perform root cause analysis to diagnose and resolve escalated platform and enrollment issues. • Service new and existing moderately (or greater) complex client Employee Navigator websites, following established SOPs and best practices. • Support moderate‑complexity (or greater) clients and enhancement projects. • Provide daily direct support to assigned clients and indirect support through teammate development. • Anticipate and respond to client questions related to benefits enrollment, eligibility, and system functionality. • Support open enrollment preparation, testing, validation, and post‑open enrollment issue resolution. • Promote teamwork, collaboration, knowledge sharing, and a positive, client‑focused approach. • Maintain accuracy, quality, and timeliness while managing multiple client priorities. • Interpret and follow SOPs and contribute recommendations for process and platform improvements related to Employee Navigator.

🎯 Requirements

• Associate’s or Bachelor’s degree or equivalent work experience • 2–5 years of benefits technology or software implementation experience • Hands‑on experience with Employee Navigator • Experience supporting benefits enrollment, eligibility, and platform configuration • Ability to quickly learn and apply new systems and concepts • Proficient with Microsoft Office Suite • Strong experience working with database‑driven, web‑based platforms • Professional, confident communication style with strong customer‑service skills • Exceptional attention to detail and strict deadline management • High level of discretion and confidentiality • Ability to travel occasionally if requested (less than 5%) • Experience in insurance, employee benefits, HR, or financial services environments (preferred)

🏖️ Benefits

• 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.