Benefits Specialist

Are you ready to join a company offering career advancement opportunities throughout your career journey? Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning? Are you looking for an inclusive environment with a culture of collaboration and belonging? If so, this may be an opportunity for you.

About the role

As a Benefit Services Specialist, you will serve as the primary point of contact for our TotalSource clients and our internal service and business partners related to the processing, guidance, and governance of all TotalSource Health and Welfare plan administration services and benefit programs. The TotalSource Health and Welfare plan is a robust offering with a full array of national and regional plan and carrier choices providing Medical, Dental, Vision, Disability, FSA/HSA/OCB, and voluntary benefit programs that support a client's ability to attract and retain talent.

Responsibilities

• Administer, manage, and govern a variety of benefit plans on a day-to-day basis through the processing of various transactions and events within and potentially outside of the TotalSource systems, including but not limited to pending enrollments, dependent verification, new hire, life, and termination events, and annual open enrollment processing.
• Partner with back-office teams to coordinate transaction processing, audits, and ad hoc or regular deliverables.
• Perform various data integrity and enrollment/eligibility audits; research and resolve issues identified through those routine audits.
• Review, maintain, and modify standard operating and client operating processes and procedures for benefits administration.
• Identify opportunities for potential improvement in enrollments and benefits administration and make recommendations to management and peers.
• Manage and monitor data flow and integration, including carrier connections, payroll, and/or process manual carrier updates.
• Work in conjunction with various team members to resolve errors and issues in a timely and accurate manner and escalate programmatic issues to appropriate team members, carriers, or Human Resource Business Partners (HRBPs), as appropriate.
• Provide tier 2 client and internal business partner service support.
• Communicate and execute benefit policy changes as necessary.
• Research and resolve complex client benefit problems and questions and coordinate with other TotalSource associates.
• Work with benefit providers to support client benefits administration and resolve eligibility issues.
• Provide service support related to the administration of health and welfare benefit programs to clients and internal business partners via phone, CRM, email, or in person, regarding standard or client operating procedure, best practice/business process, and resolution of participant benefit plan, insurance provider, and/or other client problems.
• Coordinate communication with appropriate HR or Benefits associates, internal business partners, or carrier resources to expedite responses to critical process, operating, client, or participant situations.
• Utilize your benefits/product/process experience to identify issues, troubleshoot client or service team problems, and assist with resolution, including issues related to participant coverage, administrative processes, compliance, carrier connections, payroll, and TotalSource systems functionality.
• Continually upgrade your knowledge and skill base relating to health and welfare benefit programs, including compliance, standard operating procedures, administrative practices and processes, and other benefit products, as applicable, to increase proficiency in a support capacity.
• Champion and/or assist in assessing regulatory changes and process impact, process improvement, or other service application rollouts and service training.
• Act as a liaison between the client, HRBP, CRE, ACA COE, and the carriers to explain benefits-related processes.
• Partner with various team members to coordinate and execute the Annual Enrollment process for clients.
• Assist in analyzing plan and service requirements used in transitioning a client to service from implementation and ensure system configuration, standards, and client operating procedures, process guides, checklists, and knowledge base are accurate and complete.
• Mentor all levels of service associates and provide instruction and guidance on health and welfare benefit programs, administrative processes and procedures, compliance-related questions or issues, troubleshooting system issues, and soft skill development.
• Work with newly hired associates as a coach and identify training needs.
• Develop, coordinate, and may deliver training or booster classes to all levels.
• Act as the primary point of contact for clients, internal business partners, and HRBP/CRE/GM related to benefits administration best practices, transaction processing, compliance standards, and client operating procedures, and respond to inquiries and resolve issues.
• Proactively work to identify problems and offer solutions to improve the internal operation and administration of the plans.
• Respond to complex client issues and escalations to ensure that support rendered meets or exceeds the client's needs to ensure client satisfaction.
• Work with the various TotalSource service providers to identify and resolve issues and take a proactive approach to establish systematic processes and procedures to reduce or eliminate errors.
• Develop and implement workflow (both manual and electronic) to ensure that transactions are accurately processed by TotalSource service providers such as Section 125/FSA, COBRA, 401(k), etc.

Requirements

• 2+ years working in a Customer Service environment — ideally in employee benefits and/or HR administration or related field.
• A college degree is not required if you have the skills to do the job. Other acceptable experiences include:
  • Experience noted above, or
  • Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table.

Preferred Qualifications

• SHRM, PHR, or GBA/CEBS certifications.

Benefits

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Join one of our Business Resource Groups to connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, fast-paced environment with plenty of opportunities to progress.
• Ongoing training, development, and mentorship opportunities for even the most insatiable learner.
• Best-in-class benefits starting on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being with support resources available.
• Company-paid time off for volunteering for causes you care about.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax, and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise.