Employee Engagement Specialist

1 day ago

General Santos, Soccsksargen, Philippines beBeeBenefits Full time $65,000 - $81,000
Job Description

As a key member of our team, you will play a pivotal role in delivering exceptional service to our customers. This is a client-facing position providing employer support for benefit inquiries from assigned customers in North America.

This role requires excellent analytical and problem-solving skills to build relationships with customers, manage cases, and provide Tier II support for questions from the Employee Contact Center.

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: Provide 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 needed.
  • Create Standard Operating Procedures: Create 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 necessary.
  • Open Enrollment Support: Participate in the Open Enrollment project by providing support for testing and other OE related processes.
  • Process Improvements: Participate in 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 customers business needs and business practices.

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