Client Support Specialist (benefitsCONNECT)

About the Team/Role 

The Client Support Specialist (CSS) is a foundational role responsible for assisting with the successful delivery of our platform and providing world-class support to our clients. A CSS works directly with senior team members and leadership to ensure timely, high-quality service and learn the fundamentals of client delivery. This role is perfect for a highly motivated individual eager to begin a career in benefits administration, system builds and client relations.

How you'll make an impact

• Project Assistance: Assist senior team members with tasks related to client projects and timelines, including supporting the annual open enrollment process.

• System and Data Management: Learn and assist with critical processes like initiating and tracking EDI file intake and modifications to ensure data integrity.

• Technical Expertise: Understand Health & Welfare administration principles and practices, applying guidance on platform functionality and data management. This includes the technical ability to interpret, translate, and configure basic Plan Documents and Summary Plan Descriptions (SPDs) to accurately build and maintain benefit plans within the platform.

• Reoccurring File Processing: Manage the consistent processing of reoccurring manual files.

• Documentation and Reporting: Ensure all client-related tasks and communications are accurately documented and proactively updated in our internal systems.

• Issue Triage and Reporting: Identify and report system bugs, client-reported issues, and enhancement requests to senior team members for resolution.

• Eager to Learn: A strong desire to learn and grow in the field of client delivery and benefits administration.

• Strong Attention to Detail: Exceptional attention to detail and accuracy is a must.

• Excel Proficiency: Ability to handle and work with heavy Excel files.

• Problem-Solving Aptitude: Strong analytical skills with the ability to identify and help resolve issues.

• Communication Skills: Clear and concise written and verbal communication skills.

• Team Player: Ability to work collaboratively and take direction from senior team members and leadership.

Experience you'll bring 

• Communication: Ability to read and interpret complex reports and business correspondence related to business, technical, legal and other such matters as they relate to the position as well as the ability to speak/listen clearly and effectively to persons at multiple levels both inside and outside of the company.  Strong verbal and written communication skills including the ability to provide detailed internal and external communications to successfully document instruction and process.   

• Analytical: Ability to understand limited cause and effect, create instructions, solve practical problems and deal with a variety of complex variables in situations where only limited standardization exists. Ability to anticipate problems before they escalate. Problem solving skills with the ability to demonstrate a disciplined and logical thought process for each situation. The ability to find innovative alternatives to issues prior to evaluating and suggesting creative solutions.

• Computer: Proficient in Microsoft Office and Google Suites, including but not limited to: 

• Excel/Google Sheets - pivot tables, V look-up, simple queries 

• Word/Google Docs - letter writing and PDF creation 

• Outlook/Gmail - creating and responding to emails and scheduling meetings

• Planning/Organizing: Arranges a significant portion of own work against defined objectives. Ability to prioritize and multitask on different projects and to ensure deadlines are met.

• High School diploma or equivalent

• 1 to 3 years of experience in a benefits related field

• Must pass a successful background investigation

Preferred Qualifications

• This is considered an entry level position

• Customer Service skills