Client Support Specialist

The Client Support Specialist will deliver exceptional customer service and communication while managing the day-to-day administration of employee reimbursement plans such Section 125, 129, 132, 105(h), and Lifestyle Plans. 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 optimal 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.
• Collaborates with the sales and new business teams to identify ways to improve the overall customer experience.
• Contribute to departmental efficiency and accuracy by suggesting process improvements.
• Demonstrate leadership qualities by mentoring and assisting other team members.
• Performs operational/functional internal audits as required.
• Keep the Department Manager & Supervisor fully informed on all problems or unusual matters of significance and escalate as needed.

• 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

EDUCATION / EXPERIENCE

• High School Diploma or Equivalent required
• Associate or bachelor's degree preferred
• Prior P&A and/or benefit administration experience preferred

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), 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.

WORKING CONDITIONS

• Fast-paced work environment; flexibility to work schedules as required due to changing business demands. Occasional overtime is required. The work environment is moderately sedentary and typical of general office conditions with regard to standing, sitting, walking and lifting; no adverse conditions.
• An equal opportunity employer and a smoke, drug and alcohol-free workplace.

OTHER

• Completes any additional assignments and projects as requested by management.
• This job description is designed to cover a general list of responsibilities and expectations for this role and does not contain a complete listing of activities, duties or responsibilities that are required for the role. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time with or without advance notice.

EOE