Benefits Specialist II

About the Role

The Benefit Services Specialist (BSS) serves as the primary point of contact for TotalSource clients and internal service and business partners, focusing on the processing, guidance, and governance of all TotalSource Health and Welfare plan administration services and benefit programs. The role supports a robust offering of national and regional plans, including Medical, Dental, Vision, Disability, FSA/HSA/OCB, and voluntary benefit programs to help clients attract and retain talent.

Responsibilities

• Administers, manages, and governs a variety of benefit plans on a day-to-day basis, processing transactions such as pending enrollments, dependent verification, new hire, life, termination events, and annual open enrollment.
• Partners with back-office teams to coordinate transaction processing, audits, and ad hoc or regular deliverables.
• Performs data integrity and enrollment/eligibility audits; researches and resolves issues identified through routine audits.
• Reviews, maintains, and modifies standard operating and client operating processes and procedures for benefits administration; identifies opportunities for improvement and makes recommendations.
• Manages and monitors data flow and integration, including carrier connections, payroll, and manual carrier updates; resolves errors and issues in collaboration with team members.
• Provides tier 2 client and internal business partner service support; communicates and executes benefit policy changes, researches and resolves complex client benefit problems, and coordinates with other TotalSource associates.
• Works with benefit providers to support client benefits administration and resolve eligibility issues.
• Provides service support related to health and welfare benefit programs via phone, CRM, email, or in person, addressing participant benefit plan issues, insurance provider problems, and other client concerns.
• Coordinates communication with HR, Benefits associates, internal business partners, or carrier resources to expedite responses to critical process, operating, or participant situations.
• Utilizes extensive benefits, product, and process experience to troubleshoot client or service team problems, including issues related to participant coverage, administrative processes, compliance, carrier connections, payroll, and system functionality.
• Continually upgrades knowledge and skill base related to health and welfare benefit programs, compliance, standard operating procedures, and administrative practices.
• Champions or assists in assessing regulatory changes, process improvements, service application rollouts, and service training.
• Acts as a liaison between clients, HRBPs, CREs, ACA COE, and carriers to explain benefits-related processes.
• Partners with team members to coordinate and execute the Annual Enrollment process for clients.
• Assists in analyzing plan and service requirements during client transitions from implementation to service; ensures system configuration, standards, and client operating procedures are accurate and complete.
• Mentors service associates at all levels, providing instruction and guidance on health and welfare benefit programs, administrative processes, compliance, troubleshooting, and soft skill development.
• Identifies training needs, develops, coordinates, and may deliver training or booster classes.
• Acts as the primary point of contact for clients, internal business partners, and HRBP/CRE/GM regarding benefits administration best practices, transaction processing, compliance standards, and client operating procedures.
• Proactively identifies problems and offers solutions to improve internal operations and plan administration.
• Responds to complex client issues and escalations to ensure support meets or exceeds client needs.
• Works with TotalSource service providers to identify and resolve issues; develops and implements workflows to reduce or eliminate errors.

Requirements

• 2-4 years of experience in Benefits Administration functions.
• Payroll, Accounting, and HRIS experience is a plus.
• In-depth knowledge of TotalSource (or other enterprise PR-HW) products and proficiency in navigating ADP (or similar organizations) to resolve client requests.

Qualifications

• Bachelor’s Degree in Human Resources or a Business-related field, or equivalent education and experience.
• SHRM, GBA/CEBS, PHR, or SPHR certifications are desired.

Skills

• Effective verbal and written communication skills, as well as interpersonal and conflict management skills.
• Ability to work effectively in reactive situations under limited supervision.
• Knowledge of HR, Benefits, Payroll software, and issues related to supporting technology and clients.
• Troubleshooting and analytical skills.
• Coaching and mentoring abilities.
• Project management experience.
• Strong probing and problem-solving skills.
• Negotiation and persuasion skills.