Benefits Reconciliation Team Specialist

Join us on a journey of endless possibilities

At Strada, possibility isn't just a promise - it's the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact.

With the support, resources, and opportunities we provide, you'll build a fulfilling future - working on meaningful projects that span industries and regions, contributing to outcomes that matter.

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology - helping organizations grow and enabling workforces to perform at their best.

Learn more at www.stradaglobal.com

To learn more about us, visit stradaglobal.com

Job Summary

A Benefits Reconciliation Team Specialist is responsible for working benefit related cases. It is critical to demonstrate expertise in core benefits and/or HR services, plan knowledge, procedures, best practices, as well as superior customer care skills.

Core Responsibilities

• Utilizing your interpersonal skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy statements as needed.
• Recognizing/acknowledging the need for additional research to resolve any issues reported by the customer and handle this casework throughout shift.
• Accessing customer accounts and product information, by toggling between multiple screens and systems, to provide accurate answers and support within the parameters of Strada's policies and procedures. Website navigation for the employee may be needed as well.
• Creating and updating employee files in database, as authorized.
• Staying current on Strada's programs and services through on-going training provided by Strada and self-study.
• Staying current on client's programs and provisions through on-going training.
• Researching and processing refunds received from agencies, universities, and requests from employees to refund monies that are due to the employee/retiree or COBRA participants due to various statuses of change (QSC, death termination, reduction). Funds are returned to employees via warrants or EFTs.
• Audit of the refund request before sending it to the state for processing.
• Processing of beneficiary affidavits, warrants, and DIP.
• Exhibiting a major attention to detail throughout the process.
• Knowledge of benefit programs and services.
• To assist in any area of the Fiscal team when needed.
• Flexibility to work as backup for Tier 1 as necessary.
• Other duties, as assigned by your immediate supervisor and/or manager.

Minimum Requirements

Required Education and Experience:

• High School diploma or GED
• At least 4 years of customer service experience, or a combination of education and experience:
• Knowledge of basic computer operations
• Ability to demonstrate excellent customer service/support skills.
• Ability to demonstrate excellent written and oral communication skills.
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards.
• Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner.

Preferred Education and Experience:

• Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services

Core Competencies

Advanced Problem-Solving Skills

• Issue Resolution: Ability to handle complex issues that require in-depth analysis and troubleshooting, resolving customer concerns efficiently.
• Root Cause Analysis: Identifying underlying problems and providing solutions, particularly when Tier 1 agents are unable to resolve the issue.
• Technical Troubleshooting: Diagnosing technical issues with products or services, often requiring a deeper understanding of systems and processes.
• Multi-Step Problem Resolution: Managing cases that involve multiple steps, departments, or systems, ensuring the customer's issue is resolved comprehensively.

Product and System Knowledge

• In-Depth Product Knowledge: Extensive knowledge of the products, services, or systems supported by the call center, including their functionalities, common issues, and best practices.
• System Proficiency: Familiarity with internal systems, databases, and tools that help solve complex issues, such as CRM software, ticketing systems, and backend support platforms.
• Up-to-Date Knowledge: Continuously staying informed about new product features, updates, and industry trends that may impact case resolution.

Customer-Focused Mindset

• Empathy and Patience: Demonstrating empathy toward frustrated or upset customers, maintaining professionalism while working to resolve their issues.
• Clear Communication: Explaining complex issues and solutions in a way that is understandable to customers, particularly when dealing with technical or specialized topics.
• Customer Advocacy: Acting as a customer advocate, ensuring their needs are prioritized and communicated effectively to relevant departments.
• Handling Escalations: Managing escalated cases from Tier 1 agents and ensuring they are resolved in a timely and satisfactory manner.

Effective Case Management

• Case Documentation: Accurately documenting customer interactions, issue resolutions, and follow-up actions in the CRM system, ensuring all relevant details are captured.
• Follow-Up Management: Ensuring timely follow-ups on open cases, keeping customers informed on progress and resolution timelines.
• Prioritization: Effectively prioritizing cases based on urgency and customer impact, managing workload efficiently to meet SLA (Service Level Agreement) expectations.

Analytical Thinking

• Data Interpretation: Using data and customer interaction history to understand the context of the issue, identify patterns, and find effective solutions.
• Escalation Analysis: Determining when and how to escalate cases to higher-tier support, ensuring issues are handled by the appropriate level of expertise.
• Identifying Root Issues: Leveraging available tools and resources to identify the root cause of recurring issues, making recommendations for long-term solutions.

Technical Skills

• Advanced Technical Support: Providing technical assistance to customers with issues that require a deeper understanding of products, software, or hardware.
• Tool Utilization: Using diagnostic tools, troubleshooting scripts, and knowledge bases to identify and resolve issues.
• System Access: Navigating internal databases and systems to gather information, escalate issues, or apply fixes that Tier 1 agents cannot perform.
• Troubleshooting Guides: Using or creating troubleshooting guides to assist with common or recurring problems, ensuring a more efficient resolution process.

Communication Skills

• Active Listening: Listening carefully to customers' issues, clarifying questions when necessary, and making sure all concerns are understood before providing a solution.
• Clear and Concise Communication: Explaining solutions or technical details in a clear, simple manner to customers, avoiding jargon that could confuse non-expert customers.
• Written Communication: Writing clear, professional, and informative emails, chat responses, or case notes, ensuring customers and internal teams understand the situation and resolution.

Customer Service Excellence

• Maintaining Professionalism: Remaining calm, professional, and courteous in all interactions, even when faced with difficult or irate customers.
• Service Level Adherence: Meeting or exceeding service level targets, ensuring quick and accurate resolution of complex issues while maintaining quality standards.
• Proactive Support: Offering proactive solutions or advice, anticipating potential issues before they arise, and helping customers avoid future problems.

Collaboration and Teamwork

• Cross Department Collaboration: Collaborating with other teams (e.g., product teams, technical support, billing) to resolve customer cases that require cross-functional input or resolution.
• Knowledge Sharing: Sharing insights, solutions, and best practices with other agents to improve team performance and customer service quality.
• Peer Support: Providing guidance and support to Tier 1 agents on complex cases, helping them develop their skills and knowledge.

Escalation Management

• Handling Complex Escalations: Managing cases that require higher-level resolution, including involving managers or specialized teams when necessary.
• Escalation Protocols: Understanding when to escalate a case and following the appropriate procedures to ensure timely and proper handling by the appropriate team.
• Customer Communication: Keeping customers informed about escalation status, expected timelines, and ensuring they feel supported throughout the process.

Time Management and Organization

• Efficient Case Handling: Managing time effectively to handle a larger caseload while ensuring that each customer issue is addressed thoroughly and promptly.
• Prioritizing Urgent Cases: Quickly identifying high-priority cases and addressing them to meet customer needs while balancing other ongoing cases.
• Task Organization: Keeping track of open cases, follow-ups, and internal tasks to ensure nothing falls through the cracks.

Compliance and Risk Management

• Adherence to Policies: Ensuring compliance with company policies, legal requirements, and industry standards, particularly in sensitive or regulated areas.
• Data Privacy: Safeguarding customer data, adhering to data privacy and protection regulations, and maintaining confidentiality.
• Process Adherence: Following company procedures and guidelines when handling customer issues, ensuring consistency and quality in all interactions.

Adaptability and Flexibility

• Adapting to Change: Remaining flexible and adaptable in response to changes in products, services, processes, or customer needs.
• Learning New Tools and Technologies: Willingness to quickly learn and adapt to new tools, systems, or software that improve case handling or customer experience.
• Handling High-Pressure Situations: Maintaining focus and composure during high-pressure or challenging cases, ensuring resolution without sacrificing quality or customer satisfaction.

Customer Relationship Management

• Building Customer Relationships: Establishing rapport and trust with customers, ensuring they feel heard, valued, and confident in the resolution process.
• Long-Term Solutions: Providing solutions that not only resolve immediate issues but also prevent future problems, improving the customer's long-term experience.
• Retention Strategies: Using problem resolution as an opportunity to enhance customer loyalty, addressing customer needs and providing exceptional service.

Continuous Learning and Development

• Ongoing Skill Improvement: Continuously learning about new tools, technologies, products, and services to improve performance and enhance customer service.
• Staying Current with Trends: Keeping up with industry trends, customer service best practices, and emerging challenges to improve knowledge and case-handling capabilities.

Working Conditions

Supervisory Responsibility: None

Working Environment:

• Office Environment.
• Requires use of personal computing equipment, telephone, multi-functioning printer and calculator.
• Ability to travel to and from meetings, training sessions or other business-related events, not routine.
• After-hours and weekend work is required on an occasional basis/as needed, not routine.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate, converse with, exchange and assess information. The employee is frequently in the stationary position but may occasionally move from this position. In addition, the employee will constantly operate office equipment, including telephone and computer with multiple screens,

This position requires the ability to occasionally lift office products and supplies, up to twenty pounds and will be in an office environment.

At Strada, our values guide everything we do:

• Anticipate Customer Needs - We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome - We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter - We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems - We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work and Our People - We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self-offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. Applicants may request a reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Please note: This job description does not limit Strada's right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum - Maximum:
$33,040.00 - $61,360.00

Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.