Who We Are

At Decisely, we are on a mission to revolutionize the InsurTech industry by delivering innovative solutions that genuinely make a positive difference for our clients and our organization. As a client-centric company, we are deeply committed to delivering exceptional customer service and building strong, lasting relationships with our clients. We seek passionate, service-driven individuals who share our dedication to putting clients first. 

Our commitment to hiring the most progressive, diverse, equitable, and inclusive talent drives both our work culture and product development. We believe in creating a workplace where everyone feels valued, empowered, and inspired to bring their best selves to work, while contributing to a service-oriented environment that ensures our clients' success.

Client Engagement Specialist (CES)

As a CES, you are a critical part of the client success team, ensuring a seamless, efficient, and engaging experience for our clients. Acting as the tactical arm of the Client Engagement Managers (CEMs), you’ll play a hands-on role in managing the day-to-day client experience, supporting benefits implementations, driving renewals, and delivering platform expertise.

This is a high-visibility, high-impact role ideal for someone who thrives in fast-paced environments and is passionate about operational excellence and client satisfaction.

What You’ll Do

Client Support & Relationship Management

• Serve as a trusted point of contact for client inquiries, handling escalations via TRAX (CRM) with urgency and care.
• Collaborate closely with Sales, Client Onboarding Specialists, and Client Engagement Managers to support the whole       client lifecycle, from onboarding to renewal.
• Facilitate virtual Open Enrollment (OE) meetings and provide engaging benefits education, as requested.

Platform & Process Expertise

• Conduct benefit plan reviews and perform system audits to ensure data accuracy and readiness for operational effectiveness (OE).
• Deliver platform training sessions, empowering clients to confidently manage onboarding, enrollment, and benefits administration.
• Track and document client interactions, escalations, and resolutions with precision in CRM systems. 

Renewals & Compliance Support

• Assist in preparing and reviewing client renewal presentations to ensure clients receive data-driven, value-focused solutions.
• Support post-OE billing audits, identify discrepancies, and collaborate with internal teams to ensure timely resolution.
• Maintain a working knowledge of ACA, HIPAA, ERISA, COBRA, and other evolving compliance regulations to effectively educate and guide clients.

Flexibility & Team Collaboration

• Willingly take on additional responsibilities and projects as assigned, contributing to team success and adapting to the evolving needs of the business.

Success Starts With…

• Building Trust – Foster strong client relationships and advocate for their ongoing success with a client-first mindset.
• Leveraging Technology – Navigate cloud platforms, HRIS systems, and digital tools with confidence and ease.
• Driving Projects – Manage multiple onboarding timelines with precision, structure, and follow-through.
• Communicating Clearly – Deliver proactive, professional, and concise communication across all channels.
• Solving Problems – Tackle challenges creatively, anticipate needs, and implement effective solutions.
• Perfecting the Details – Ensure data accuracy and excellence in documentation, setup, and client deliverables.
• Collaborating Cross-Functionally – Partner seamlessly with sales, product, and account teams to deliver unified service.
• Adapting Quickly – Embrace change, pivot with agility, and thrive in a dynamic, fast-paced environment. 

What You Bring to the Table

• 2+ years of experience in client service, benefits administration, or health insurance account management.
• High school diploma required; Associate’s or Bachelor’s degree preferred.
• Active Life & Health Insurance License (required).
• Strong understanding of employee benefits, including MEC, medical, dental, vision, life, and voluntary plans.
• Proficiency in Microsoft Office Suite and CRM/HRIS platforms; experience with SaaS platforms is highly preferred.
• Excellent verbal and written communication skills, with a passion for delivering an exceptional client experience.
• High attention to detail, organizational strength, and the ability to juggle multiple priorities.
• Bilingual (Spanish) is a plus!

You’ll Thrive Here If You…

• Thrive in a collaborative, fast-paced remote work environment.
• Bring a client-first, consultative approach to everything you do.
• Embrace technology, data-driven decisions, and continuous process improvement.
• Are a proactive problem solver who loves finding solutions before issues arise.
• Take pride in delivering exceptional service and building long-term client relationships.

Why Join Decisely? 

• Mission-driven culture with people at the center of everything we do.
• Remote-first flexibility with a high-performing, connected team.
• Opportunity to make a measurable impact across client portfolios.
• Growth pathways, mentorship, and access to development resources.
• A chance to shape the future of InsurTech with purpose and precision!

Additional Information

Physical Requirements:

This is a primarily remote role requiring the ability to sit or stand for extended periods and communicate clearly via phone and video. Some travel (up to 10%) ma