Customer Account Analyst

About the role

The Customer Account Analyst provides internal and external technical support throughout the ongoing client relationship. This role supports PlanSource’s fully outsourced delivery model by performing assigned technical tasks, attending client meetings, and ensuring timely resolution of client inquiries.

Responsibilities

• Attend weekly meetings with key client contacts to review account status and track open items through completion.
• Partner with the aligned Customer Account Manager to support client needs and ensure timely resolution of client inquiries.
• Support client communication and follow-up on technical tasks and deliverables.
• Perform assigned process-level technical tasks in support of ongoing services for aligned client accounts.
• Execute technical tasks for client special projects, including Annual Enrollment, following established change management and project protocols.
• Perform routine audits to ensure accuracy in delivery and adherence to requirements.
• Collaborate with internal subject matter experts to resolve client-specific issues and support project work.
• Coordinate with internal departments, including EDI, Billing, and Boost/API connectivity teams, on client-specific issues.
• Support cross-functional efforts to ensure timely and accurate delivery of services.
• Drive efficiency and value to the client relationship by supporting implementation of system functionality and automation of processes.
• Identify opportunities to improve workflows and support ongoing enhancements.
• Aid in maintaining quality and consistency in service delivery across accounts.
• Support the update and maintenance of documentation regarding client activity and account details.
• Ensure accurate tracking of work performed, open items, and technical updates.
• Complete job-related training and development as required.

Qualifications

• College degree or equivalent work experience required.
• 2+ years of experience in ongoing administration within Health and Welfare Benefits Administration Technology.
• Ability to be an effective team member.
• Excellent oral and written communication skills.
• Excellent organization and prioritization skills.
• Familiarity with Microsoft Office and Microsoft Outlook.
• Must be able to work outside of normal work hours.
• Must have ability to travel as required (approx. 10%).
• Demonstrated ability to effectively work with all levels and cross-functionally within the company.
• Strong customer service and orientation skills.
• Strong problem-solving skills.

Benefits

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care.
• Employer-funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
• Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work-life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

Pay

Compensation is competitive and commensurate with experience.

Schedule

Full-time position with flexible working arrangements available.