Benefit Svcs Specialist II

ADP•Tempe, AZ

13d

About The Position

The Benefit Services Specialist (BSS) is the primary point of contact for TotalSource clients and internal service and business partners regarding the processing, guidance, and governance of TotalSource Health and Welfare plan administration and benefit programs. The offering includes national and regional carrier and plan choices for medical, dental, vision, disability, FSA/HSA/OCB, and voluntary benefits. The role administers and supports benefit plans and related transactions, such as enrollments, dependent verification, new-hire and life events, terminations, and annual enrollment. It provides tier-two support, investigates complex benefit questions and issues, coordinates with carriers and internal partners, maintains processes and documentation, and helps improve enrollment and administration practices. The specialist also supports client transitions, system configuration and process accuracy, and training and coaching for service associates.

Requirements

2–4 years of experience in benefits administration functions.
In-depth knowledge of TotalSource (or other enterprise PR-H&W) products and demonstrated proficiency navigating the ADP organization (or another organization) to resolve client requests.
Effective verbal and written communication skills.
Interpersonal and conflict-management skills.
Ability to work effectively in reactive situations under limited supervision.
Knowledge of HR, benefits, and payroll software, including issues related to supporting the technology and clients.
Bachelor’s degree in Human Resources or a business-related field, or equivalent education and experience.

Nice To Haves

Payroll, accounting, or HRIS experience.
SHRM, GBA/CEBS, PHR, or SPHR credential.
Troubleshooting and analysis skills.
Coaching and mentoring skills.
Project management skills.
Probing and problem-solving skills.
Written and verbal communication skills.
Negotiation and persuasion skills.

Responsibilities

Administer, manage, and govern day-to-day benefit plans and transactions, including pending enrollments, dependent verification, new-hire events, life events, termination events, and annual open enrollment.
Coordinate transaction processing, audits, and recurring or ad hoc deliverables with back-office teams.
Perform data-integrity and enrollment/eligibility audits; investigate and resolve issues identified through audits.
Review, maintain, and modify standard operating procedures and client operating processes for benefits administration.
Identify opportunities to improve enrollment and benefits administration, and make recommendations to management and peers.
Manage and monitor data flow and integration, including carrier connections and payroll processes, and perform manual carrier updates when needed.
Work with team members to resolve errors and issues accurately and promptly; escalate programmatic issues to appropriate team members, carriers, or HRBPs.
Provide tier-two service support to clients and internal business partners; research and resolve complex benefit problems and questions.
Communicate and execute benefit policy changes as needed.
Work with benefit providers to support client benefits administration and resolve eligibility issues.
Support health and welfare benefit administration through phone, CRM, email, or in-person service, including questions about procedures, best practices, participant plans, insurance providers, and client issues.
Coordinate with HR or Benefits associates, internal partners, and carrier resources to expedite responses to critical situations.
Use benefits, product, and process knowledge to troubleshoot issues involving participant coverage, administration, compliance, carrier connections, payroll, and TotalSource system functionality.
Maintain and expand knowledge of health and welfare programs, compliance, procedures, administration, and benefit products.
Assist with assessing regulatory changes and process impacts, process improvements, service rollouts, and training.
Serve as a liaison among clients, HRBPs, CRE, ACA COE, and carriers to explain benefit-related processes.
Partner with team members to coordinate and execute clients’ annual enrollment processes.
Assist in analyzing plan and service requirements for client transitions from implementation to service.
Ensure system configuration, standards, client operating procedures, process guides, checklists, and knowledge-base content are accurate and complete.
Mentor service associates at all levels and coach newly hired associates on benefit programs, procedures, compliance, system troubleshooting, and soft skills.
Identify training needs and develop, coordinate, and potentially deliver training or booster classes.
Act as a primary contact for clients, internal business partners, and HRBP/CRE/GM regarding benefits administration practices, transaction processing, compliance standards, and client procedures.
Proactively identify problems and offer solutions to improve plan administration and internal operations.
Address complex client issues and escalations to support client satisfaction.
Work with TotalSource service providers to identify and resolve issues.
Establish systematic processes and procedures to reduce or eliminate errors.
Develop and implement manual and electronic workflows to ensure accurate transaction processing by TotalSource service providers, including Section 125/FSA, COBRA, and 401(k) providers.