Benefits Administrator

Essential Duties and Responsibilities

• Serves as a point of contact for clients and responds to the day-to-day administrative requests from client and internal partners.
• Maintains positive response time (standard 24-48 Hours) to all clients and internal inquiries along with timely follow through with resolution.
• Completes daily tasks and is responsible for identifying trends and concerns to work through with the Client Manager.
• Supports call center with client specific training, escalations and resolution.
• Affords assistance in updating requirement documents for system builds and self-service sites (this includes benefit class grids, rates, site verbiage and documents, system access, etc.).
• Affords support in renewal builds, including administrative sites, self-service and EDI Files.
• Tests administrative and self-service sites, tracks and monitors changes, and demonstrates sites to client and broker.
• Documents and performs processes necessary to meet all deliverables outlined in the Benefits Administrator guide for each client.
• Presents, demonstrates, and trains both internal and external customers on administrative and self-service site for open enrollment demonstrations.
• Researches client escalations; provides support to client, carrier, vendor and internal team members from the initial contact through resolution.
• Continuously looks for ways to provide process improvements for the delivery of service to clients.

Required Qualifications

• Strong knowledge of Microsoft Office including Excel.
• Experience in Excel utilizing basic functionality, filter, sort, VLOOKUP, and simple formulas.
• Previous health and welfare knowledge is a plus.
• Strong analytical skill set and ability to use data to define and resolve issues.
• Communication Proficiency: Strong Written and Verbal Communication Skills with the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions.
• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
• Customer/Client Focus: Demonstrated ability to provide superior Customer Service.
• Presents solutions in a well-organized and clear fashion.
• Must possess strong follow up and follow through skills with sense of urgency and attention.
• Leadership: Experience in working collaboratively and building teams.
• Strong work ethic and self-starter, able to effectively work with multiple clients and adapt to change within a fast-paced high intensity business setting.
• Must possess integrity, reliability, responsibility, strong organization skills and high attention to detail.