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Customer Experience
2100531 Requisition #

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.




JOB SUMMARY/OVERVIEWUnder the direct supervision of the Director, Benefits Tier 2, the Analyst, Benefits Tier 2 is responsible for providing benefit administration and world-class customer service to our clients, client worksite employees (WSEs), colleagues, and business partners. The Analyst, Benefits Tier 2 delivers on-demand solutions by triaging and collaborating internally to ensure benefit related inquiries are processed in a timely and accurate manner, with a high emphasis on quality. This role contributes to TriNet’s customer retention strategy and customer satisfaction goals by providing an experience that is friendly, professional, and empathetic.

• Answers incoming client and WSE benefit inquiries (via phone, email, and chat) related to the administration of Medical, Dental, Vision, Supplemental, COBRA, Flexible Compensation, and Retirement plans.
• Addresses system and data errors to ensure accurate processing of enrollments including new hire, qualifying life status changes, and open enrollment.
• Manages and resolves open cases in the CRM system with a high emphasis on timeliness and quality, keeping customers regularly informed of status and anticipated resolution.
• Builds and maintains effective business relationships with all internal departments (payroll, tax, 401(k), legal, sales, products, account management, benefits) to resolve customer facing issues and identify process improvement opportunities.
• Resolves general to moderate complex inquiries, escalating more complex inquires to the appropriate Tier 3 team.
• Assists in the planning and end-to-end execution of Quarterly Open Enrollment cycles.
• Provides client support related to strategic benefit initiatives, funding, and compliance during quarterly Benefits Investment Strategy (BIS).
• Supports the development of the Benefits Knowledge Database.
• Takes initiative and action towards professional development.
• Performs other projects and duties as assigned.

• Associate Degree in HR, Business, or related field; or equivalent combination of education and experience.
• Minimum of two years of benefit administration experience
• Experience with PeopleSoft, SalesForce, Calabrio, or other HRIS, CRM, and Telephony systems preferred.
• Proficient with Microsoft Office applications including Word, PowerPoint, and Excel.
• Proven experience in customer service environment.
• Thorough knowledge of office practices and employee benefit procedures.
• Fluency in English, bilingual a plus

Training Requirements (licenses, programs, or certificates):
• Benefits Certification preferred but not required

Other Knowledge, Skills and Abilities:
• Strong interpersonal communications skills with the ability to communicate at all levels of the organization and influence others in pursuit of company goals.
• Excellent written communication skills
• Highly organized
• Ability to work well within a team in an office.
• Ability to maintain confidentiality of corporate data
• Ability to independently resolve issues
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Ability to adapt to a fast-paced changing business and work environment while managing multiple priorities

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.)
• Minimal travel required
• Work in clean, pleasant, and comfortable office setting
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.


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