This role serves as the primary point of contact for TotalSource clients and internal partners regarding the administration, guidance, and governance of all TotalSource Health and Welfare plan services and benefit programs. The specialist will manage a robust offering of national and regional plan and carrier choices, supporting clients in attracting and retaining talent.
Responsibilities
Administer, manage, and/or govern a variety of benefit plans on a day-to-day basis through processing various transactions and events within and outside of TotalSource systems
Partner with back-office teams to coordinate transaction processing, audits, and deliverables
Perform various data integrity and enrollment/eligibility audits
Research and resolve issues identified through routine audits
Review, maintain, and modify standard operating and client operating processes and procedures for benefits administration
Identify opportunities for potential improvement in enrollments and benefits administration and make recommendations to management and peers
Manage and monitor data flow and integration, including carrier connections, payroll, and/or manual carrier updates
Work in conjunction with various team members to resolve errors and issues in a timely and accurate manner
Escalate programmatic issues to appropriate team members, carriers, or HRBPs, as appropriate
Provide tier 2 client and internal business partner service support
Communicate and execute benefit policy changes, as necessary
Research and resolve complex client benefit problems and questions
Coordinate with other TotalSource associates
Work with benefit providers to support client benefits administration and resolve eligibility issues
Provide service support related to the administration of health and welfare benefit programs to the client and internal business partners and service team via phone, CRM, email, or in person
Coordinate communication with appropriate HR or Benefits associates, internal business partners, or carrier resources to expedite responses to critical process, operating, client, or participant situations
Utilize extensive benefits/product/process experience to identify issues, troubleshoot client or service team problems, and assist with a resolution
Continually upgrade knowledge and skill base relating to health and welfare benefit programs, including compliance, standard operating procedures, administrative practices and processes, and other benefit products
Champion and/or assist in assessing regulatory changes and process impact, process improvement, or other service application rollouts and service training
Act as a liaison between the client, HRBP, CRE, ACA COE, and the carriers to explain benefits-related processes
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Partner with various team members to coordinate and execute the Annual Enrollment process for clients
Assist in analyzing plan and service requirements used in transitioning a client to service from implementation
Ensure system configuration, standards, client operating procedures, process guides, checklists, and knowledge base are accurate and complete
Mentor all levels of service associates
Provide instruction and guidance on health and welfare benefit programs, administrative process and procedures, compliance-related questions or issues, troubleshooting system issues, and soft skill development
Work with newly hired associates as a coach
Identify training needs
Develop, coordinate, and may deliver training or booster classes to all levels
Act as the primary point of contact for client, internal business partners, and HRBP/CRE/GM related to benefits administration best practice, transaction processing, compliance standards, and client operating procedures
Respond to inquiries and resolve issues
Proactively work to identify problems and offer solutions to improve the internal operation and administration of the plans
Respond to complex client issues and escalations to ensure that support rendered meets or exceeds the client's needs to ensure client satisfaction
Work with the various TotalSource service providers in order to identify and resolve issues
Take a proactive approach to establish systematic processes and procedures that will reduce or eliminate errors
Develop and implement the workflow (both manual and electronic) to ensure that transactions are accurately processed by TotalSource service providers such as Section 125/FSA, COBRA, and 401(k)
Requirements
2-4 years of experience in Benefits Administration functions
In-depth knowledge of TotalSource (or other enterprise PR - H-W) products
Proven proficiency of navigating the ADP organization (or other) to resolve client requests
Effective verbal and written communication skills
Interpersonal and conflict management skills
Ability to work effectively in reactive situations under limited supervision
Knowledge of HR, Benefits Payroll software and issues dealing with supporting the technology and clients
Bachelor's Degree in Human Resources or Business-related field or equivalent education and experience
Nice to have:
Payroll, Accounting, and HRIS experience
SHRM, GBA/CEBS, PHR, or SPHR certification
Troubleshooting and analysis skills
Coaching and mentoring skills
Project management skills
Probing and problem-solving skills
Negotiation and persuasion skills
About the Company
ADP is a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax, and benefits administration, and a leader in business outsourcing services, analytics, and compliance expertise. The company has received recognition for its work by many esteemed organizations.
