Employee Advocate for Benefit Excellence

1 day ago

Taguig, National Capital Region, Philippines beBeeBenefits Full time $70,000 - $90,000
Job Description

The Benefits Specialist III plays a pivotal role in organizational success, providing employer support for benefit inquiries from customers in North America.

This client-facing role involves building relationships with customers, case management, and offering Tier II support for questions from the Employee Contact Center. The ideal candidate possesses excellent analytical and problem-solving skills.

Key Responsibilities:
  • Triage Inquiries & Provide Solutions: Triage inquiries and issues for assigned customers and provide solutions via our CRM tool as outlined by our team's guidelines.
  • Tier II Support: Offer tier II support for questions from the Employee Contact Center. Engage the customer for appeals and close the loop with the employee.
  • Configuration: Understand and explain benefit features and benefit plan configuration. Research possible configuration issues and assist with providing solutions.
  • Benefit Testing: Test changes to plan configuration and release items impacting benefits, if necessary.
  • Create Standard Operating Procedures: Develop standard operating procedures (SOPs) for new customers and customize to customer requirements.
  • Benefit Process Support: Respond to questions from the processing team regarding standard benefit processes and pull in other leaders to assist when needed.
  • Open Enrollment Support: Participate in the Open Enrollment project by providing support for testing and other OE-related processes.
  • Process Improvements: Contribute to process improvement projects and support internal organizational change initiatives; recommend product enhancements that will benefit our customers or the managed support model.
  • Customer Satisfaction: Maintain the highest level of customer satisfaction through a detailed understanding of the customer's business needs and business practices.

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