JOB SUMMARY/OVERVIEW

The Benefits Center 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

• 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 exceptional 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):

• N/A
  

Experience:

• Minimum of two years’ experience in employee benefits procedures.
• Thorough knowledge of office practices and employee benefit procedures.
• Proficient with Microsoft Office, 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.
• Able to gain a substantial understanding of the job quickly and apply knowledge and skills to complete a wide range of tasks.
• Ability to work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
• Typically interacts with contacts within and outside the department on matters that involve obtaining or providing information of importance to the job area.
• Routinely provides work group leadership, guidance, and/or training to less experienced staff.
• 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.