- Support the client relationship by providing guidance to clients and brokers by answering questions via email and chat while fostering a continued positive partnership.
- Communicate thoroughly, effectively, and professionally with clients and brokers, specifically focusing on effective responsiveness.
- Research and correct benefit enrollment issues and escalations.
- Submit, monitor, and follow through on all service tickets to the platform vendor(s) in relation to open questions and/or enhancement requests.
- Work with Finance to provide client assistance with billing questions and issues.
- Maintain Salesforce client and case information to the departmental and company standards.
- Work cross-functionally with colleagues to deliver exceptional customer service and build cohesive interdepartmental relationships.
- Contribute to departmental projects as needed and successfully assist in multiple projects, tasks and responsibilities simultaneously. Understand company products, services, and systems to support all aspects of product administration.
- Ensure all processes,
tasks and deliverables meet or exceed our service level agreement standards.
- Demonstrate the ability to execute the Clarity mission leveraging Technology and Innovation to deliver quality service to our clients. Challenge the status quo, thinking Simply Smarter by approaching responsibilities and tasks as efficiently as possible.
Required Skills
- Demonstrable ability and skill to service a high-volume of clients via email and chat.
- Minimum 1-year of experience in the TPA field preferred.
- Knowledge of the Consumer Directed Benefits including HRAs, FSA, HSAs and Commuter and COBRA/Direct Bill industry and regulations preferred.
- Strong written communication skills, professional demeanor, and ability to work in a team workplace and with all levels within the organization.
- Demonstrate a positive attitude and demonstration of flexibility in meeting client needs.
- Attention to detail and the ability to analyze and problem solve is essential.
- Ability to manage multiple tasks and responsibilities, and successfully work under time constraints.