Benefits Specialist, Entry Level

About the Role

As a Benefit Services Specialist at ADP, you will be the primary point of contact for TotalSource clients and internal partners regarding the processing, guidance, and governance of Health and Welfare plan administration and benefit programs.

Key Responsibilities

• Benefits Administration:
• Administer, manage, and govern a variety of benefit plans by processing transactions and events within TotalSource systems, including enrollments, dependent verification, new hire, life, 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, researching and resolving 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 manual carrier updates.
• Collaborate with team members to resolve errors and issues accurately and in a timely manner.
• Escalate programmatic issues to appropriate team members, carriers, or Human Resource Business Partners (HRBPs).
• 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 partners via phone, CRM, email, or in person.
• Coordinate communication with HR or Benefits associates, internal business partners, or carrier resources.
• Utilize benefits/product/process experience to identify issues, troubleshoot client or service team problems, and assist with resolutions.
• Continuously upgrade knowledge and skill base related to health and welfare benefit programs, including compliance, standard operating procedures, and administrative practices.
• Assess regulatory changes, 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.
• Coordinate and execute the Annual Enrollment process for clients.
• Assist in analyzing plan and service requirements for client transitions and ensure system configuration, standards, and procedures are accurate.
• Leadership:
• Mentor service associates on health and welfare benefit programs, administrative processes, compliance, troubleshooting, and soft skill development.
• Coach newly hired associates 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.
• Proactively identify problems and offer solutions to improve internal operations.
• Respond to complex client issues and escalations.
• Work with TotalSource service providers to identify and resolve issues and establish systematic processes to reduce errors.
• Develop and implement workflows (manual and electronic) for the accurate processing of transactions like Section 125/FSA, COBRA, 401(k).

Requirements & Tech Stack

• Experience working in a Customer Service environment.
• Experience in employee benefits and/or HR administration or a related field is ideal.
• Experience with TotalSource systems.
• Experience with carrier connections.
• Experience with payroll.
• Experience with Section 125/FSA, COBRA, 401(k).
• Familiarity with CRM.

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.
• Alternative acceptable experiences include:
• The experience noted above.
• Military Experience.

Preferred Qualifications

• SHRM, PHR, or GBA/CEBS certifications.