Pre-Tax Benefits Service Specialist

Position Summary

The Pre-Tax Benefits Service Specialist reports directly to the Pre-Tax Benefits Supervisor and AVP of Client Services. This position is generally the first touch with our new clients and members, responding to customer inquiries in a professional and friendly manner.

Principal Duties & Responsibilities

• Answer telephone inquiries from covered members and employers regarding claim status, benefits, eligible expenses, debit card status, etc.
• Affix walk-in customers with benefit/claim questions.
• Answer email inquiries from members and employers.
• Maintain knowledge of all Pre-Tax Benefits for plans administered by Consociate and IRS guidelines pertaining to those benefits.
• Affix with reviewing, auditing and processing of claims and documentation.
• Perform other duties as assigned.

General Expectations

• Present a positive image of Consociate at all times.
• Provide and promote the delivery of services with a prevailing attitude of respect and recognition of the personal worth and dignity of every individual whether they are a client, co-worker or supervisor.
• Communicate in a clear and concise manner, while also demonstrating receptivity through active listening.
• Identify and perform work that has not been specifically assigned, as needed.
• Adhere to established safety standards and utilizes proper techniques to avoid work-related injuries.
• Continuously seek opportunities for improvement and suggest ways in which procedures/systems may be modified to accomplish tasks/goals efficiently and effectively.
• Demonstrate a teamwork philosophy by working cooperatively with others inside and outside the Client Services Division.
• Attend required in-service and staff meetings.
• Preserve the confidentiality of all business-sensitive information, including but not limited to that of client groups and individuals, employees and applicants.

Service Expectations

• Greet all people in a prompt and courteous manner.
• Communicate in a warm and courteous manner, making eye contact and speaking in a tone of voice that matches words.
• Ask customers what they need and strive to exceed their expectations.
• Offer and provide assistance whether or not the request falls within your specific job duties.
• Affix customers through the pre-tax benefits claim submission/balance inquiry/enrollment experience.
• Respond to customer requests in a timely manner, returning calls promptly and keeping them informed of delays before they ask.
• Take appropriate steps to resolve problems to the client's satisfaction.
• Seek opportunities, provide value added services, and eliminate tasks that do not serve our client.
• Remain aware of products and services provided by Consociate.
• Project a positive, professional image when working.

Working Conditions

This is a hybrid position. If work is performed offsite, location must be HIPAA compliant.

Required Experience

• High School Education required.
• Minimum of one to two years of experience working with the public.
• Previous banking or customer service background recommended.