Benefit Advisor - LOA

• 1. Provides first point of contact support to incoming calls/emails/cases with goal of resolving at first contact. Responsible for managing to completion all activities associated with assigned cases or queries. Owns case management process, including opening cases (create a case for at least 60% of calls), managing escalation or reassignment where required, closing cases in accordance with Service Level Agreements, and updating case management system with customer contact and case resolution details. Coordinates with subject matter experts in system HR to resolve more complex issues, as required. As part of a service center, responsible for monitoring the phone system to be sure there is sufficient phone coverage to ensure low call abandonment rates and provide excellent customer service.
• 2. Provides accurate, consistent and timely responses to HR standard policies, processes, and system requests which are considered to be routine and require limited research. Escalates policy issues to Employee Relations as applicable. Also, educates employees and managers on company practices and tools (such as: intranet, ESS, infor, HRConnect knowledgebase, carrier sites) to encourage them to resolve questions on their own.
• 3. As the benefits COE, works directly with and collaborates with vendors/carriers and key partners to resolve issues. Handles claim and eligibility issues through resolution. More complex issues are escalated to the Sr. HRConnect Specialist or other departments within or outside of HR, as applicable. Responsible for all benefits including: PTO, Disability, Life Insurance, Medical, Dental, RX, Vision, Flexible Spending Accounts, HSA, HRA, Tuition Assistance, Voluntary, FMLA, COBRA.
• 4. Manages various assigned benefits/LOA/disability/tuition tasks and back-end processes as required. These processes include but not limited to: benefit and tuition reports, invoices, open enrollment testing, notice of disability entry from The Hartford.
• 5. Coaches and develops, and mentors other team members.
• 6. In conjunction with other team members, makes recommendations for updates and changes to the articles in the HRConnect knowledgebase. Develops knowledge across all the HR functional areas by keeping abreast of organizational and policy changes; remains up to date on knowledge base changes.
• 7. Assists with and/or leads special projects, initiatives, or processes as needed

EDUCATION

Graduation from high school, supplemented by college level business related course work, or equivalent.

EXPERIENCE

Three (3) to five (5) years' experience in positions requiring in-depth knowledge of a variety of human resources policies and procedures, benefit programs (such as medical insurance, disability programs), payroll, or healthcare administration.

SPECIAL SKILLS

Excellent active listening, oral and written communication skills. Strong desire to deliver excellent customer service in a timely and efficient manner. Ability to solve problems. Ability to quickly establish credibility employees via phone and/or email. . Ability to effectively use a wide variety of technologies and systems. Ability to multi-task across different computer systems.

PHYSICAL DEMAND

100% remote work