USA Sr. Specialist, Account Services
About The Position
Under the direct supervision of the Partner Service Manager, the Partner Relations Specialist manages daily issue resolution and provides administrative support for assigned Partners/Large Employers with money movement or audit risk. The role owns communication plans and escalation tracking to provide appropriate internal and external visibility, and serves as backup for Partner Service Managers on lower-level partner responsibilities. The specialist serves as a subject matter expert and support contact for assigned partners, assists Partner Service Managers with critical needs and partner goals, monitors service trends, and identifies scalable processes to meet or improve partner goals. The role also reviews internal knowledge-base content, gathers insights from support teams, owns critical high-risk partner tasks and custom money-movement processes, monitors file processing, maintains partner dashboards and reporting, and performs customized monthly partner processes involving critical decisions. The position escalates issues, drives recovery efforts, works with the Manager to address systemic issues, and supports partner-specific projects and enhancements. Other duties may be assigned based on business needs.
Requirements
- High school diploma, GED, or equivalent work experience.
- At least 3 years of experience servicing partners and large employers.
- At least 2 years of experience with employee benefits, third-party administrators (TPAs), or insurance carriers.
- Maintain confidentiality and a professional demeanor when working with internal and external customers.
- Demonstrate analytical capabilities.
- Advanced knowledge of PC applications, including Microsoft Office.
- Complete multiple concurrent tasks while meeting rigorous deadlines.
- Adaptably prioritize workload and transition between different focuses aligned with role responsibilities.
- Use communication and problem-solving skills to perform assigned work effectively.
- Demonstrate flexibility and adaptability, handle day-to-day challenges confidently, and adjust to shifting priorities and rapid change.
- Work with a diverse workforce and customer base.
- Adjust work hours to meet business needs; training may occur outside standard hours, and schedules may be modified to support operational demands, including occasional night and weekend hours.
- Excellent verbal and written communication skills.
- Be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.
Nice To Haves
- Familiarity with Salesforce.
- Advanced Excel and reporting skills.
- Experience with HSA/Notional products is preferred.
Responsibilities
- Manage daily issue resolution and provide administrative support for assigned Partners/Large Employers with money movement or audit risk.
- Own communication plans and escalation tracking to ensure appropriate internal and external visibility.
- Back up Partner Service Managers for lower-level partner responsibilities.
- Serve as a subject matter expert and internal and external support contact for assigned partners.
- Assist Partner Service Managers with critical needs and support partner goals.
- Manage, monitor, and identify service trends based on file, intake, and operational data.
- Identify scalable processes that can be used across partner relationships to meet or improve goals.
- Regularly review internal knowledge-base content for consistency, quality, and ease of use for assigned partners.
- Gather insights from support teams to identify trends and opportunities for improvement.
- Own the success of critical high-risk partner tasks and serve as their point of contact.
- Manage partner-specific money-movement processes with close attention to contractual obligations.
- Proactively monitor file processing and act as the file expert for each supported partnership.
- Own daily partner dashboard updates and required reporting to partners.
- Perform customized monthly partner processes, including critical decision-making to support successful partner frameworks.
- Escalate issues when appropriate and drive recovery efforts.
- Identify systemic issues and work with the Manager to resolve them.
- Support partner-specific projects involving internal or external enhancements to improve the partner experience.
- Perform other duties assigned by the Manager based on business need.
Benefits
- Competitive rewards package; benefits are described as supporting employees, their families, and well-being, but specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
