Benefits Case Team Specialist

Job Title: Delivery Senior Associate – Tier Two Case Team
Location: Tallahassee, Florida
Department: Tier 2 Contact Center
Reports To: Case Team & DEV Team Manager
Job Type: Full-Time

Position Summary

The Delivery Senior Associate supports the Tier Two Case Team by providing operational quality and subject matter expertise. This role plays a key part in processing and auditing casework, evaluating customer interactions, analyzing quality metrics, and peer training and mentoring team members. As a day-to-day subject matter expert (SME), the Delivery Senior Associate demonstrates deep knowledge of client programs, tools, and processes while consistently modeling best-in-class customer service and operational excellence.

The ideal candidate exhibits strong expertise in core benefits and/or HR services, applies best practices, and sets a standard of excellence for peers through performance, professionalism, and accountability.

Key Responsibilities

• Maintain a broad knowledge of client services such as HR Administration, Talent Administration, and related services.
• Handle a high volume of inbound case tickets and perform outbound follow-up calls as required.
• Resolve complex or unusual customer situations, escalating to higher levels for approval when necessary.
• Provide accurate, clear guidance to employees regarding health, life, and retirement benefits; leave of absence; and other HR-related services.
• Process transactions including, but not limited to, benefit enrollments, plan changes, dependent updates, account issues, COBRA enrollment, and retirement elections.
• Conduct in-depth research to resolve customer-reported issues and manage casework through resolution.
• Navigate multiple systems and screens simultaneously to access and update customer account and product information in accordance with client and Strada policies and procedures.
• Create, update, and maintain employee records in authorized databases.
• Communicate effectively with third parties to support employee inquiries and updates.
• Maintain accurate documentation and reporting related to trends, escalations, and case resolutions.
• Support the Case Team through peer training and coaching, quality evaluations, audits, and process support activities
• Stay current on client programs, policies, and services through ongoing training and self-study.
• Perform other duties as assigned by management.

Requirements & Qualifications

This role requires subject matter expertise in Tier Two operational processes, including accurate and timely processing of case and issue tickets, appeals, research, escalations, and callbacks. The Delivery Senior Associate uses this expertise to drive consistent results and support high levels of client and customer satisfaction.

Required:

• High school diploma or GED
• Minimum of 18 months of related call center or back-office experience (preferred)
• Strong time management, organization, and execution skills
• Proven ability to resolve problems and deliver positive customer outcomes
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills with the ability to build rapport

Preferred:

• Multiple service domain knowledge
• Large Market experience
• Knowledge of customer care best practices
• Experience in a customer care operating environment
• Proficiency with HRX, SAP, MS Word, Excel, SharePoint, and Outlook

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.