Client Support Specialist II

Description

SCOPE/IMPACT

The Client Support Specialist II will deliver exceptional customer service and communication while managing the day-to-day administration of employee reimbursement plans such as Section 125, 129, 132, 105(h), HSA (Health Saving Accounts) and Lifestyle plans. The Client Support Specialist II will perform duties on more complex plan designs. These duties must be performed in a timely manner consistent with our established performance standards and client-specific performance guarantees.

ESSENTIAL FUNCTIONS

· Performs all phases of administrative procedures in accordance with plan specifications, government regulations, and departmental procedures at the highest levels of quality to maximize client satisfaction.

· Coordinates and administers assigned case load to ensure client/customer satisfaction, through accurate interpretation of the plan documents and all plan provisions with attention to any special administrative requirements.

· Provide prompt responses to all participant, client, broker, and internal inquiries including emails and voice mails within department standards (1 business day), investigating and resolving matters with urgency when necessary

· Assist clients, participants, team members, brokers, sales/marketing representatives, and Participant Support Specialists in understanding regulations, plan documents, administrative procedures, and any related questions.

· Prepare and deliver various reports to clients as required.

· Monitor departmental reports, researching and taking necessary actions in line with policy.

· Ensure timely receipt of payroll files before client pay dates, proactively communicating with clients if delays occur.

· Reconcile and oversee the posting of employer deposits, ensuring all changes, terminations, and new hires are addressed promptly. · Record and post payments received from employers and participants in a timely manner.

· Ensure timely completion of annual Open Enrollment procedures of assigned caseload, facilitating effective communication among clients, brokers, sales team, Participant Support Center and management.

· Performs all necessary IRS non-discrimination tests.

· Conduct operational and functional internal audits as needed. 

· Contribute to departmental efficiency and accuracy by suggesting process improvements.

· Demonstrate leadership qualities by mentoring and assisting other team members.

Keep the Department Manager & Supervisor fully informed on all problems or unusual matters of significance and escalate as needed. 

OTHER FUNCTION(S)

· Champion P&A Group values and policies.

· Maintain data protection, privacy, security and maintain HIPAA compliance for participants and clients.

· Assist the department manager in the training of new employees when needed

· Completes any additional assignments as requested by the executive/management team members

· Provides back up to peers as required

· Ad-Hoc reporting, analysis and presentations as required

Requirements

EDUCATION / EXPERIENCE

· High School Diploma or Equivalent required

· Associate or bachelor's degree preferred

· Prior P&A and/or benefit administration experience required

SKILLS/KNOWLEDGE/COMPETENCIES

· Must be able to analyze, interpret, evaluate and apply departmental policies, procedures, and administrative practices, recognize   potential for client and company exposure, and be creatively involved in formulation of solutions.

· Knowledge of reimbursement account programs such as Sections 125, 129, 132, 105(h), HSA, and Lifestyle plans.

· Solid oral and written communication skills with ability to convey one’s message with diplomacy and tact

· Ability to effectively interact, present information, and respond to questions from customers, colleagues and management

· Ability to effectively manage multiple priorities utilizing effective organizational and time management practices

· Self-starter with the ability to work independently in a fast-paced environment with critical deadlines

· Ability to develop and maintain positive relationships with both internal and external customers

· Strong computer skills, including Microsoft Office

· Strong attention to detail

· Must be able to independently set priorities along with making and meeting deadlines and schedules

· Ability to apply critical thinking skills to provide solutions to problems and administration of assigned plans 

TRAVEL

With advance notice, occasional overnight and business day travel may be required for this role.