Delivery Senior Associate: Tier II
Strada•Tallahassee, FL
•$33,040 - $61,360
About The Position
The Delivery Senior Associate – Tier Two Case Team serves as an advanced, day-to-day subject matter expert supporting complex case and issue resolution within the service center. This role partners closely with the Operations Supervisor to ensure operational excellence, quality outcomes, and exceptional customer experience. The Delivery Senior Associate provides guidance, coaching, and real-time support to Customer Care Representatives (CCRs), while independently managing Tier Two case work requiring deep benefits and HR domain knowledge.
Requirements
- 18+ months back-office call center experience preferred.
- Strong time management and problem-solving skills.
- Proficiency in MS Word, Excel, SharePoint, Outlook.
- Bachelor’s degree or equivalent experience preferred.
- Authorization to work in the Employing Country: Must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.
Responsibilities
- Accurately and timely process Tier Two Case and Issue tickets, including COBRA enrollments, Appeals, Escalations, and complex benefit inquiries.
- Conduct outbound callbacks.
- Ensure work meets SLAs and quality standards.
- Act as SME for the Case Team.
- Maintain advanced knowledge of benefits and HR services.
- Assist the Operations Supervisor with evaluations, audits, coaching, and training support.
Benefits
- health coverage
- wellbeing programs
- paid leave (vacation, sick, parental)
- retirement plans
- learning opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
