Benefit Services Specialist I
Posted on: June 24, 2022
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The Benefit Services Specialist (BSS) serves as the primary point
of contact for our TotalSource clients and our internal service and
business partners as it relates to the processing, guidance and
governance of all Total Source Health and Welfare plan
administration services and benefit programs. The TotalSource
Health and Welfare plan is a robust offering with a full array of
national and regional plan and carrier choices providing Medical,
Dental, Vision, Disability, FSA/HSA/OCB and voluntary benefit
programs that support a client's ability to attract and retain
Administers, manages and/or governs a variety of benefit plans on a
day-to-day basis through processing of various transactions and
events within and potentially outside of the Total Source systems,
including but not limited to pending enrollments, dependent
verification, new hire, life and termination events and annual open
Partners with back office teams to coordinate transaction
processing, audits and ad hoc or regular deliverables.
Performs various data integrity and enrollment/eligibility audits.
Researches and resolves issues identified through those routine
Reviews, maintains, and modifies standard operating and client
operating processes and procedures for benefits administration.
Identifies opportunities for potential improvement in enrollments
and benefits administration. Makes recommendations to management
Manages and monitors data flow and integration including carrier
connections, payroll and/or processes manual carrier updates. Works
in conjunction with various team members to resolve errors and
issues in a timely and accurate manner. Escalates programmatic
issues to appropriate team members, carriers or HRBPs, as
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, Coordinates with other TotalSource associates.
Works with benefit providers to support client benefits
administration and resolve eligiblity issues.
Service and Product Support
Provides 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,
regarding standard or client operating procedure, best
practice/business process, the resolution of participant benefit
plan, insurance provider and/or other client problems. Coordinates
communication with appropriate HR or Benefits associates, internal
business partners or carrier resources to expedite responses to
critical process, operating, client or participant situations.
Utilizes extensive benefits/product/process experience to identify
issues, troubleshoot client or service team problems and assist
with a resolution. This would include but not be limited to issues
related to participant coverage, administrative processes,
compliance, carrier connections, payroll, and TotalSource systems
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, as applicable, to increase proficiency in a
support capacity. May champion and/or assist in assessing
regulatory changes and process impact, process improvement or other
service application rollouts, and service training. Acts as a
Liaison between the client, HRBP, CRE, ACA COE and the carriers to
explain benefits related processes.
Partners with various team members to coordinate and execute Annual
Enrollment process for clients.
Assists in analyzing plan and service requirements used in
transitioning a client to service from implementation. Ensures
system configuration, standards and client operating procedures,
process guides, check lists, and knowledge base are accurate and
Mentors all levels of service associates. Provides 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. Works
with newly hired associates as a coach. Identifies training needs.
Develops, coordinates and may deliver training or booster classes
to all levels.
Acts 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 and responding to inquiries and resolving
Proactively works to identify problems and offer solutions to
improve the internal operation and administration of the plans.
Responds to complex client issues and escalations to ensure that
support rendered meets or exceeds the client's needs to ensure
Works with the various Total Source service providers in order to
identify and resolve issues.
Takes a proactive approach to establish systematic processes and
procedures that will reduce or eliminate errors.
Develops and implements the workflow (both manual and electronic)
to ensure that the transactions are accurately processed by
TotalSource service providers such as Section 125/FSA, COBRA,
Two plus years working in a Customer Service environment. This
could be derived from one or more of the following:
Two plus years' experience in employee benefits and/or HR
administration or related field.
Strong data management skills
Strong communication skills (written and verbal)
Knowledge of Microsoft Office with a strong working knowledge of
Excellent interpersonal and telephone skills, effective time
management skills, and demonstrated client conflict resolution
Bachelor's Degree in Human Resources, Business Administration,
Information Technology or equivalent in education and experience
Keywords: ADP, Portsmouth , Benefit Services Specialist I, Other , Portsmouth, Virginia
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