Benefitfocus Customer Operations Specialist, Public Sector

Voya Financial • Atlanta, SC

26d • Remote

About The Position

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – About Benefitfocus: Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to shop, enroll, manage and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental, and other voluntary benefits plans as well as wellness programs. Get to Know the Opportunity: The Customer Operations Specialist (COS) associate is responsible for responding to customer product inquiries and resolving customer concerns raised during installation, operation, maintenance, or product application/compatibility matters. The COS troubleshoots problems with malfunctioning software applications and recommends corrective action and documents customer information and recurring technical issues to support product quality programs and product development. A candidate for this role should be a highly accomplished professional with broad expertise, unique knowledge, and specialized skills; they should have influence on peers within the team and lead by example. Additionally, this role requires strong interpersonal skills and technical product knowledge/expertise are critical to daily customer-centric activities. Please Note: Work location for this role is flexible. This position allows remote work from home near any of our major office locations . The Contributions You’ll Make: Regularly demonstrates the ability to share best practices to facilitate growth across the team. Has a fundamental knowledge of configuration, payroll, and EDI. The associate can complete daily research and resolution in these areas independently. Demonstrates the ability to complete research and resolution across multiple departments, within team standards, with little management level escalations needed. Demonstrates extensive knowledge of business standards. Demonstrates communication knowledge and possesses appropriate soft skills for ongoing relationship management. Also, possesses the ability to deliver difficult messages and translate technical explanations into client facing messaging. Serves as an escalation point, both internally and externally. Can manage and drive issue resolution with little influence from leadership. Facilitate discovery sessions, product overviews, trainings, and renewal project meetings independently. Additional Department Specific Responsibilities Employer: Facilitate discovery sessions, product overviews, trainings, and renewal project meetings independently. Create accurate, concise requirements documentation to support a stated business objective and may need manager/peer review on a case-by-case basis. Perform the Annual OE reconfiguration project, including data prep, configuration, onsite testing, and file readiness with limited questions. Additional responsibilities, as required.

Requirements

• 3-5 years’ experience in data analysis, account management, or technical customer support-related roles.
• Related Industry knowledge and experience required: Health Insurance, Benefits Administration, SaaS, Healthcare.
• Strong proficiency in Salesforce, Microsoft Excel, HTML, basic SQL, or report creation experience desired.
• Self-motivated and can complete responsibilities with minimal oversight.
• Very comfortable completing basic tasks however may seek guidance on more difficult situations; continuing to build their knowledge to become a subject matter expert.
• H.S. diploma/GED required.

Nice To Haves

• B.S. or B.A. degree highly preferred.

Responsibilities

• Regularly demonstrates the ability to share best practices to facilitate growth across the team.
• Has a fundamental knowledge of configuration, payroll, and EDI.
• The associate can complete daily research and resolution in these areas independently.
• Demonstrates the ability to complete research and resolution across multiple departments, within team standards, with little management level escalations needed.
• Demonstrates extensive knowledge of business standards.
• Demonstrates communication knowledge and possesses appropriate soft skills for ongoing relationship management.
• Also, possesses the ability to deliver difficult messages and translate technical explanations into client facing messaging.
• Serves as an escalation point, both internally and externally.
• Can manage and drive issue resolution with little influence from leadership.
• Facilitate discovery sessions, product overviews, trainings, and renewal project meetings independently.
• Facilitate discovery sessions, product overviews, trainings, and renewal project meetings independently.
• Create accurate, concise requirements documentation to support a stated business objective and may need manager/peer review on a case-by-case basis.
• Perform the Annual OE reconfiguration project, including data prep, configuration, onsite testing, and file readiness with limited questions.
• Additional responsibilities, as required.

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees