Client Support Specialist (benefitsCONNECT)

About the Team/Role

The Client Support Specialists (CSS) will partner with Client Delivery Managers (CDM) in oversight of an assigned book of business. They will assist in administering multiple client open enrollments, daily client import, audits and aid in mid-year site configuration updates. Responsible for cross-departmental project deliverables and may act as a liaison between internal teams and client contacts.

How you'll make an impact

• Partner with CDM in site testing in preparation for site transition from implementation and ongoing client services

• Assist CDM in preparing site configuration for annual enrollment

• Conduct audits comparing the new plan year build to the prior year to ensure all elections and dependents rolled as expected

• Support CDM with the EDI intake process for new files and file modifications and track through to completion

• Work with CDM on post enrollment site audits

• Upload census material as needed and review for accuracy

• Responsible for detailed internal and external communication to successfully document internal or client facing processes

• Assists CDM with tracking of projects via a project management tool to ensure projects are on track and completed timely

• Works with the CDM to pull ACA code reports for review

• Technical support, research, troubleshooting issues between software and end users

• May join the CDM on client calls 

Skills:

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.

Experience you'll bring

• High School diploma or equivalent

• Entry level to 3 years of experience in a benefits related field

• Customer Service skills

• Must pass a successful background investigation