Description: Hybrid - 10 days on-site (Exton, PA) and 10 days remote (alternating) 2 days week (out of 2 weeks) 3 days per week (remaining weeks) (10 days a month) Experience level 5+ years
Objectives/Purpose The Center of Excellence & Innovation (COEI) Support Regional Benefits Query Specialist will report to the Manager of Benefits Operations in the US. The incumbent will work in a team that fosters a positive work environment and a strong culture of customer service that will ensure program effectiveness and optimal service delivery in support of the Client Business Solutions model. This role projects confidence, professionalism and genuine con-cern for escalations or issues brought forward by team members and/or stakeholders.
The objectives / purpose of the role • Responsible for supporting the query management, administration and communication of all benefits, leave of absence, disability and retirement plans in the United States. • Partner with the Total Rewards Center of Expertise and Innovation (COEi) to ensure plan requirements and program guidelines are adhered to. • Focus on the employee experience and deliver a high quality service to ensure timely delivery of support and services to our stakeholders (employees, people leaders and HR)
Accountabilities • Resolves employee benefit inquiries and escalations from the People Resource Hub and other HR Business Partners related to enrollment, claims, benefit deductions from payroll, coverage changes and detailed plan information with compassion, clarity and with a sense of urgency. • Coordinates any plan or policy updates with the People Resource Hub, ensuring crisp and clear communication for the PRH agents and the employee workforce. • Provides benefit employee inquiry metrics and trends from ServiceNow for our COEI partners. • Support the administration of our company health and welfare plans including medical, dental, vision, life, health savings accounts, flexible spending accounts, tuition reimbursement and 401K/retirement. • Participates in the administration of Annual Enrollment operations. • Performs quality checks of benefits-related data. • Liaises with benefit vendors to provide information, answer questions or connect with internal HR partners. • Resolve eligibility and file issues with vendor and determine root cause issue for corrections. • Complete ad-hoc reporting for COEI partner, payroll, insurance brokers, etc. • Provide benefit data for annual surveys, leadership meetings, policy discussions • Identifying defects and working with vendor/COEI teams to implement corrective actions to improve employee experience • Works with different functional teams to ensure consistent management of Benefits • Researches and interprets a variety of complext technical information in response to inquiries
Core Elements related to this role • US Benefit expertise • Superior customer service experience • Research, trouble-shooting and analytical skills
Dimensions and Aspects Technical/Functional (Line) Expertise (Breadth and depth of knowledge, application and complexity of technical knowledge) • Previous experience working in a customer-centric environment, customer mindset, help desk role, or equivalent • Strong working knowledge of employee benefit plans and their administration requirements, including ERISA, COBRA, HIPAA, FMLA and ADA required. • Functional knowledge of benefit spending account plans such as FSA, LPFSA, DCFSA and HSA Leadership (Vision, strategy and business alignment, people management, communication, influenc-ing others, managing change)
Decision-making and Autonomy • Research and problem solving is a requirement. • Ability to apply subject matter expertise to execute action on cases and projects
Interaction • Providing superior customer service support to our employees. • Interaction with vendors is required • Thorough follow-through and delivering results. • Seamless partnership with inter-company teams Innovation • Technical knowledge of Workday, ADP Payroll, vendor employer portals, ServiceNow or similar case management, and Sharepoint sites is required.
Complexity • U.S. health and welfare benefits are extremely complex requiring highly specialized expertise.
Education, Behavioral Competencies and Skills: • High school diploma is required. • College Degree is required • Experience in US Benefits and Leave of Absence preferred • Strong written and oral communications skills. • Excellent organizational and time management skills. • An analytical and process improvement mindset. • Customer focused – providing stellar services to our employees and partners. • Strong MS Office proficiency, especially in Excel (Data manipulation, Pivot tables and V-Look-Up); MS Teams, MS Word and MS PowerPoint also very helpful. • Familiarity with SharePoint sites is a plus • Experience with Workday or similar technology • Experience with ADP Vantage or similar payroll solution. • ServiceNow or like case management experience is a plus.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $30.28/hr.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $30.00/hr.
