Benefits Case Team Specialist

Strada•Tallahassee, FL

1d•$33,040 - $61,360

About The Position

The Delivery Senior Associate supports the Tier Two Case Team by providing operational quality and subject matter expertise. This role plays a key part in processing and auditing casework, evaluating customer interactions, analyzing quality metrics, and peer training and mentoring team members. As a day-to-day subject matter expert (SME), the Delivery Senior Associate demonstrates deep knowledge of client programs, tools, and processes while consistently modeling best-in-class customer service and operational excellence. The ideal candidate exhibits strong expertise in core benefits and/or HR services, applies best practices, and sets a standard of excellence for peers through performance, professionalism, and accountability.

Requirements

High school diploma or GED
Minimum of 18 months of related call center or back-office experience (preferred)
Strong time management, organization, and execution skills
Proven ability to resolve problems and deliver positive customer outcomes
Ability to manage multiple priorities in a fast-paced environment
Strong written and verbal communication skills with the ability to build rapport

Nice To Haves

Multiple service domain knowledge
Large Market experience
Knowledge of customer care best practices
Experience in a customer care operating environment
Proficiency with HRX, SAP, MS Word, Excel, SharePoint, and Outlook

Responsibilities

Maintain a broad knowledge of client services such as HR Administration, Talent Administration, and related services.
Handle a high volume of inbound case tickets and perform outbound follow-up calls as required.
Resolve complex or unusual customer situations, escalating to higher levels for approval when necessary.
Provide accurate, clear guidance to employees regarding health, life, and retirement benefits; leave of absence; and other HR-related services.
Process transactions including, but not limited to, benefit enrollments, plan changes, dependent updates, account issues, COBRA enrollment, and retirement elections.
Conduct in-depth research to resolve customer-reported issues and manage casework through resolution.
Navigate multiple systems and screens simultaneously to access and update customer account and product information in accordance with client and Strada policies and procedures.
Create, update, and maintain employee records in authorized databases.
Communicate effectively with third parties to support employee inquiries and updates.
Maintain accurate documentation and reporting related to trends, escalations, and case resolutions.
Support the Case Team through peer training and coaching, quality evaluations, audits, and process support activities
Stay current on client programs, policies, and services through ongoing training and self-study.
Perform other duties as assigned by management.