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Senior Specialist, Benefits Center

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Customer Experience
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2100496 Requisition #
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JOB SUMMARY/OVERVIEW:


The Benefits Center Senior Specialist is responsible for providing benefit administration and customer service to TriNet clients, client worksite employees (WSEs), colleagues, and business partners related to active & terminated employee benefits. They will provide an Incredible client experience in a contact center environment by answering and documenting inbound calls, emails, and chats with an emphasis on first contact resolution of service issues. In addition, they will effectively coordinate support from other internal SME teams. The colleague will share knowledge and best practices with less experienced colleagues and support a continual process improvement change cycle.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Provide benefits strategy guidance that is linked to each client’s business initiatives during quarterly benefits investment strategy.
• Provide end user systems testing for standing projects and ad-hoc system enhancements.
• Take action on incoming clients and WSEs benefit inquiries related to Medical, Dental, Vision, Supplemental, enrollment, eligibility, administration, payroll deduction, Flexible Compensation, Health Saving Account, Retirement & COBRA.
• Respond to and/or contact client or WSE as required to resolve health benefit related inquiries, issues, or escalations.
• Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive customer experience.
• 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.
• Partner cross-functionally with other TriNet colleagues to deliver Incredible customer service and build cohesive interdepartmental relationships.
• Deliver superior written and verbal customer service.
• Strive to deliver first contact resolution to Clients and WSEs and follow up with the appropriate team for support when the issue requires further assistance.
• Ensure proper triage, escalation and effective resolution of higher-level issues and challenging client interactions through escalation to Subject Matter Experts.
• Other projects and responsibilities may be added at the Company/Manager’s discretion.

JOB REQUIREMENTS AND QUALIFICATIONS:
Education:
• Associates Degree; or equivalent combination of education and experience.
Training Requirements (licenses, programs, or certificates):
• Benefits Certification preferred but not required

 
Experience:
• Minimum of three years’ experience in employee benefits procedures.
• Thorough knowledge of office practices and employee benefit procedures.
• Proficient with Microsoft Office applications, Salesforce, and PeopleSoft applications.
• Proven experience in customer service environment.
Other Knowledge, Skills and Abilities:
• Excellent verbal and written communication skills.
• Minimum typing proficiency of 35 words per minute.
• Ability to communicate with employees at all levels of the organization.
• Strong knowledge and understanding of both state and federal employment laws.
• Excellent interpersonal skills.
• A demonstrated commitment to high professional ethical standards and a diverse workplace.
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities.
• Must be detail oriented and highly organized.
• Effective time management and organizational skills.
• Ability to effectively meet customer needs and take responsibility for customer satisfaction.
• Ability to follow established procedures in a timely, accurate manner.
• Fluency in English, bilingual a plus.

WORK ENVIRONMENT/OTHER INFORMATION (Travel required, physical requirements, on-call schedules, etc.):
• Minimal travel required.
• Work in clean, pleasant, and comfortable office setting.
• Ability to alter standard shift by 1-2 hours to support business needs.
• 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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