Benefits Service Specialist I

ADP•Tempe, AZ

22d

About The Position

ADP is hiring a Benefits Service Specialist to serve as the primary point of contact for TotalSource clients and internal service and business partners on the processing, guidance, and governance of TotalSource Health and Welfare plan administration and benefit programs. The plan includes national and regional carrier choices for Medical, Dental, Vision, Disability, FSA/HSA/OCB, and voluntary benefits. The role administers benefit plans and transactions, supports client and internal service teams, resolves complex benefits issues, and coordinates with benefit providers and other partners. It also contributes to process improvement, compliance support, client transitions, annual enrollment, and training and mentoring service associates.

Requirements

At least 2 years of experience working in a customer service environment, ideally in employee benefits, HR administration, or a related field.

Nice To Haves

SHRM, PHR, or GBA/CEBS certification.

Responsibilities

Administer, manage, and govern benefit plans and transactions, including pending enrollments, dependent verification, new hire, life and termination events, and annual open enrollment.
Coordinate transaction processing, audits, and deliverables with back-office teams.
Conduct data integrity, enrollment, and eligibility audits; research and resolve identified issues.
Review, maintain, and modify standard and client operating processes and procedures for benefits administration.
Identify opportunities to improve enrollment and benefits administration and make recommendations.
Manage and monitor data flow and integration, including carrier connections and payroll, and process manual carrier updates as needed.
Resolve processing errors and issues with team members and escalate programmatic issues to appropriate associates, carriers, or HRBPs.
Provide tier 2 support to clients and internal business partners, including research and resolution of complex benefits problems and questions.
Communicate and execute benefit policy changes and work with benefit providers to support administration and resolve eligibility issues.
Provide benefits administration support via phone, CRM, email, or in person to clients, internal business partners, and service teams.
Coordinate communication with HR, Benefits, internal partners, and carrier resources to expedite responses to critical situations.
Troubleshoot issues involving participant coverage, administrative processes, compliance, carrier connections, payroll, and TotalSource systems.
Maintain and expand knowledge of health and welfare programs, compliance, operating procedures, administrative practices, and benefit products.
Assist with regulatory change assessments, process improvements, service application rollouts, and service training.
Act as a liaison among clients, HRBPs, CRE, ACA COE, and carriers to explain benefits-related processes.
Coordinate and execute annual enrollment processes for clients.
Analyze plan and service requirements for client transitions from implementation to service and ensure system configuration and related documentation are accurate and complete.
Mentor service associates, provide guidance on benefits administration and related topics, coach new hires, and identify training needs.
Develop, coordinate, and potentially deliver training or booster classes.
Serve as the primary contact for clients, internal business partners, and HRBP/CRE/GM on benefits administration practices, transaction processing, compliance standards, and client procedures.
Respond to complex client issues and escalations, work with service providers to resolve issues, and establish processes to reduce or eliminate errors.
Develop and implement manual and electronic workflows for accurate processing by TotalSource providers, including Section 125/FSA, COBRA, and 401(k) providers.