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Customer Experience
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1900570 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/OVERVIEW
Provide COBRA administration and customer service to TriNet clients, employees, colleagues and business partners related to employee benefits and COBRA qualifying events. Ensure accurate data entry into the PeopleSoft HRMS system; to support compliance with all applicable local, state and federal regulations, to ensure accuracy of reporting to benefit vendors.

ESSENTIAL DUTIES/RESPONSIBILITIES
• Provide notification and support to employees and/or covered dependents of their right to elect COBRA
• Maintain records related to COBRA notifications, payments, and interactions
• Support open enrollment project and service requirements in order to support COBRA participants with applicable plan changes and requirements.
• Responsible for data entry based on employee online elections, life status change forms or benefit enrollment forms; including US, Canada and International benefits, related to various COBRA qualifying events.
• Research and correct benefit enrollment issues and/or benefit carrier file discrepancies
• Respond to and/or contact client, client employee and colleagues as directed or required to resolve COBRA product related in questions, issues or escalations.
• Reconcile COBRA enrollments, charges and payments
• Support carrier and finance participation audits and reconciliations
• Maintain general benefit life event processing; monitor and correct errors accordingly
• Ensure employee coverage changes are updated with benefit vendors in a timely manner
• Perform COBRA billing administration
• Answer questions regarding employee benefits, TriNet plan and government regulations and processes.
• Provide Tier II phone support as needed
• Deliver superior written and verbal customer service
• Work cross-functionally with other TriNet colleagues to deliver exceptional customer service and build cohesive interdepartmental relationships.
• Other projects and responsibilities may be added at the Company/Manager’s discretion.

JOB REQUIREMENTS AND QUALIFICATIONS
Education: High school diploma and one year certificate from college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.

Training Requirements (licenses, programs, or certificates): None

Experience:
• Previous experience in Benefits Administration
• Previous experience in administering COBRA a plus
• Experience working in a HR Outsourcing/PEO environment a plus
• Experience with PeopleSoft HRMS a plus
• Proven experience in customer service environment
• Related call/service center experience a plus

Other Knowledge, Skills and Abilities:
• Must be detail oriented and highly organized
• General knowledge of Oracle and Microsoft based applications and databases such as PeopleSoft, MS Office, etc.
• Excellent written and verbal communication skills
• 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
• Ability to create and comprehend reports and spreadsheets
• Ability to maintain effectiveness and professionalism when experiencing change in work tasks and/or the work environment
• Ability to work in a fast-paced, team environment and under pressure of deadlines
• Excellent collaboration, teamwork and interpersonal skills
• Proficiency in Microsoft Office (Word, Excel).
• Fluency in English, bilingual a plus

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 a company manager, a company officer or a TriNet HR representative to request such an accommodation.

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