Health and Wellness Client Service Associates
Full Time
The Team
- Responsible for providing client advisory, ongoing customer servicing, troubleshooting customer problems, handling certain activities for the client account and is the primary point of contact for the day-to-day customer service (e.g., call center, etc.). Incumbents work well with clients every day and assist with maintaining the relationship with several clients. Client Service Associates at this level are knowledgeable on the day-to-day activities of the Health and Welfare product and processes. This individual supports the virtual team leader for the services provided. Client Service Associates will focus on day-to-day resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines, or processes. Roles at this level may have full ownership for one or more processes, reports, procedures, or products. Roles at this level typically require an individual emerging as a specialist in a specific skill set or business area but who remain focused primarily on daily execution. Minimum years of experience: Typically, 3 years of Health and Welfare outsourcing experience. Primary focus is on everyday execution, assisting with regulatory compliance, participating in internal and client audits, and helping to develop client-specific solutions based upon subject expertise.
- Ensure the operational services provided to a client meet their assigned clients’ outsourcing needs, meet internal and external service level agreements, and are delivered in a quality manner
- Act as the knowledge professional relative to their clients’ plan level provisions and recordkeeping processes
- Primary point of contact for day-to-day administration and customer service
- Coordinate resolution of client and plan participant issues brought forward from plan sponsors and internal partners, and work with Client Service Manager to perform high level cost, risk, and benefit analysis without compromising quality customer service
- Ensure that all plan sponsor directions documentation and other requirements documents (e.g., Plan Administration Manual, Procedures, Associate Benefits Library, Communications, Production Calendar) are updated based on client direction and requirements and the appropriate signoff has been received
- Ensures communications across the Virtual Team of client changes or improvements, service issues areas or risks including Service Level Agreements (SLAs) and serve as an internal critical issue point of contact for their clients’ operational issues
- Support scheduled and adhoc client reporting needs (as needed) and supports the H&W billing process
- Identify and recommend efficiency/productivity improvements for client book
- Provide backup coverage for Client Service Manager and represent in internal meetings (as needed)
- BS or BA
- 3 years of benefits administration, outsourcing administration (H&W) or proven experience
- Customer obsessed; demonstrates the ability to balance customer service and sound business judgment
- Strong communication skills; written and oral
- Effective organizational, time management, facilitation, and prioritization skills
- Demonstrated ability to get things done