Shared Services Enrollment and Onboarding Specialist I

Job Summary

Under moderate supervision, the Business Solutions Shared Services Enrollment and Onboarding Specialist I manages the initial relationship and onboarding of new employee benefit group accounts utilizing electronic enrollment process. The position works with the shared services and account management teams to provide support to our electronic groups.

Responsibilities

• Complete tactile tasks and assigned work duties that help drive the success of the organization.
• Demonstrate strong teamwork and collaboration with both internal and external stakeholders, ensuring timely project completion and meeting deadlines.
• Reliable, accountable, and possess high levels of organizational and time management skills.
• Customer-focused approach and effective problem-solving abilities to support a seamless onboarding experience.
• Handle inquiries received by phone, fax, electronically, or mail.
• Ensure appropriate and accurate system and contractual set-up.
• Review and maintain LegalShield Group Accounts with Electronic Enrollment.
• Schedule and manage conference calls.
• Maintain timely communication and outstanding customer service.
• Communicate effectively to internal stakeholders.
• Ensure a smooth transition to the appropriate Account Management team.

Performance Outcomes

• Pull and convert electronic files.
• Load electronic files.
• Clear file confirmation.
• Correct file errors.
• Identify and correct specific file problems.
• Answer incoming calls and emails.
• Initiate outgoing calls and emails.
• Schedule and manage conference calls.
• Maintain timely communication and outstanding customer service.
• Other duties as assigned by leadership.

Client Onboarding - Electronic Enrollment

• Ensure appropriate and accurate system and contractual set-up.
• Review and maintain LegalShield Group Accounts with Electronic Enrollment.
• Develop onboarding schedules and timelines.
• Schedule and facilitate meetings with client and other stakeholders.
• Provide frequent status and progress reports electronically and verbally.
• Review enrollment, payment history, and billing invoices to provide support to LegalShield groups, Associates, and group members.
• Handle inquiries received by phone, fax, electronically, or mail.
• Be able to handle sensitive group accounts and prioritize inquiries.
• Communicate effectively to internal stakeholders.
• Ensure a smooth transition to the appropriate Account Management team.

Education, Knowledge, and Experience

• Knowledgeable in Word, Excel, and PowerPoint.
• 0-1+ years prior experience working in customer service.
• Good typing and 10-key skills required.
• Excellent listening, negotiation, and presentation abilities.
• Strong written and verbal communication skills.
• Effective phone and presentation skills.
• Effectively interact with users, peers, managers, and vendors.
• Requires an ability to prioritize multiple deadlines, provide a detailed-oriented, analytical, and organized approach to daily duties and relationship building with a high degree of confidentiality.
• Self-motivated and able to thrive in a results-driven environment.
• Requires the ability to work under pressure and quickly adapt to change.
• Requires a self-starter with a high level of initiative and problem-solving mindset.

Physical Requirements/Work Environment

• The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job.
• The duties of this position are performed in a professional office environment.
• Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
• The employee is frequently required to sit, stand, talk and hear.
• The employee can work at the computer or other sedentary tasks for extended periods.
• The employee can conduct duties discreetly and impartially.
• The employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed.
• Travel is not required for this position.