Benefits Specialist, Entry Level

About the Role

The Benefits Specialist will serve as the primary point of contact for TotalSource clients and internal service and business partners. This role focuses on the processing, guidance, and governance of TotalSource Health and Welfare plan administration services and benefit programs.

Key Responsibilities

Benefits Administration

• Administer, manage, and/or govern a variety of benefit plans through the processing of various transactions and events within and outside of TotalSource systems.
• Process pending enrollments, dependent verification, new hire, life and termination events, and annual open enrollment.
• Partner with back-office teams to coordinate transaction processing, audits, and deliverables.
• Perform data integrity and enrollment/eligibility audits, and research/resolve identified issues.
• Review, maintain, and modify standard operating and client operating processes and procedures.
• Identify opportunities for improvement in enrollments and benefits administration and make recommendations.
• Manage and monitor data flow and integration, including carrier connections, payroll, and/or manual carrier updates.
• Resolve errors and issues in a timely and accurate manner, escalating programmatic issues as appropriate.
• Provide tier 2 client and internal business partner service support.
• Communicate and execute benefit policy changes.
• Research and resolve complex client benefit problems and questions, coordinating with other TotalSource associates.
• Work with benefit providers to support client benefits administration and resolve eligibility issues.

Service and Product Support

• Provide service support for health and welfare benefit programs to clients and internal business partners via phone, CRM, or email.
• Address issues related to standard or client operating procedures, best practices, participant benefit plans, insurance providers, and client problems.
• Coordinate communication with HR or Benefits associates, internal business partners, or carrier resources for critical situations.
• Utilize benefits/product/process experience to identify issues, troubleshoot client or service team problems, and assist with resolutions. This includes issues related to participant coverage, administrative processes, compliance, carrier connections, payroll, and TotalSource systems functionality.
• Continuously upgrade knowledge and skill base relating to health and welfare benefit programs, including compliance, procedures, administrative practices, and other benefit products.
• May champion/assist in assessing regulatory changes and process impact, process improvement, or service application rollouts and training.
• Act as a liaison between the client, HRBP, CRE, ACA COE, and carriers to explain benefits-related processes.
• Partner with team members to coordinate and execute the Annual Enrollment process for clients.
• Assist in analyzing plan and service requirements for client transitions, ensuring system configuration, standards, and procedures are accurate and complete.

Leadership

• Mentor service associates, providing instruction and guidance on health and welfare benefit programs, administrative processes, compliance, troubleshooting system issues, and soft skill development.
• Work with newly hired associates as a coach and identify training needs.
• Develop, coordinate, and deliver training or booster classes.

Client/Employee/Vendor Relations

• Act as the primary point of contact for clients, internal business partners, and HRBP/CRE/GM related to benefits administration best practices, transaction processing, compliance standards, and client operating procedures.
• Respond to inquiries and resolve issues.
• Proactively identify problems and offer solutions to improve internal operations and administration of plans.
• Respond to complex client issues and escalations to ensure client satisfaction.
• Work with TotalSource service providers to identify and resolve issues, establishing systematic processes to reduce errors.
• Develop and implement workflows (manual and electronic) to ensure accurate processing of transactions by TotalSource service providers (e.g., Section 125/FSA, COBRA, 401(k)).

Requirements & Tech Stack

Required Qualifications

• 2+ years working in a Customer Service environment, ideally in employee benefits and/or HR administration or related field.
• A college degree is not required; relevant skills and experience are prioritized.
• Acceptable alternative experiences include:
• Experience noted above.
• Military Experience.

Preferred Qualifications

• SHRM, PHR, or GBA/CEBS certifications.