Benefits Analyst - Benefits Integration Team

About the Role

Responsible for providing plan administration, participant communications, and customer service support as directed by the Benefits Administration and Communication Manager in coordination with the Plan Managers. The Benefits Administration and Communication Analyst will provide Tier III customer response to inquiries and escalated issues and utilize this experience to provide input to customer education needs. This position also provides complex transactional and administration support to the benefits plans while actively seeking administrative efficiencies and continuous process improvement.

Responsibilities

• Act as Tier III customer service consultant handling complex benefits issues that require specialized knowledge and research to determine facts and potentially judgment to resolve issues.
• Track and monitor the customer service levels provided by Benefits in response to Tier III escalated issues.
• Perform core plan administration activities such as complex calculations (including ERP) and escalated transactional support for the HRIC.
• Leverage technology effectively in performing plan administration activities while striving for continuous process improvement.
• Manage the day-to-day interaction with carriers and vendors on plan administration, escalating issues to the Plan Managers as necessary.
• Assist in drafting employee communications with respect to new benefits or to provide continuing education for existing plans.
• Identify employee communications and HRIC educational needs using experience gained while handling Tier III calls.
• Provide training support to assist with educating participants, the HRIC, or other HR staff.
• Stay current on applicable laws and regulations to help ensure compliance with all federal and state legislation relating to benefits.
• Develop a current understanding of legislative changes and implement requirements of new legislation as directed by the Plan Managers.
• Provide support to Managers for special projects, including open enrollment, performing research, and other tasks as needed.
• Perform other related duties incidental to the work described herein.

Requirements

• Strong analytical, organizational, and communication skills.
• Ability to research and resolve complex employee benefits issues.
• Experience working with benefits administration, HR operations, or customer service environments.
• Strong technology skills with proficiency in business software applications.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.

Qualifications

Education: Work requires communication, analytical, and organizational skills generally acquired through completion of a bachelor's degree program, preferably in Human Resource Management or a related field.

Experience:

• Two years of related professional experience. Employee benefits and/or Human Resources experience preferred.
• OR two to three years of experience in a business/professional role. Employee benefits/HR practical experience preferred.
• Must be proficient in computer software and the latest electronic technology.
• OR an equivalent combination of relevant education and/or experience.

Benefits

Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family-friendly and cultural programs to eligible team members. Learn more.

Pay

Duke University provides an annual base salary range for this position as USD $63,948.00 to USD $109,786.00. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer.