Description:
SCOPE/IMPACT
Under minimal supervision, The Senior Client Support Specialist will combine strong client management skills
with a deep understanding of reimbursement account plan administration to provide the highest quality of
customer service for assigned customers/clients. The Senior Client Support Specialist will deliver exceptional
customer service and communication while managing the day-to-day administration of employee
reimbursement plans such as Section 125, 129, 132, 105(h), HSA (Health Saving Accounts) and Lifestyle plans
The Senior Client Support Specialist will also assist with additional duties such as, but not limited to
implementation of new plans, assuming a lead role for a project, assisting with training or answering questions
from co-workers and/or other departments, etc.
These duties must be performed in a timely manner consistent with our established performance standards and
client-specific performance guarantees.
Requirements:
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 complex caseload 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, research, and take 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, the Participant Support Center and management.
- Perform all necessary IRS non-discrimination tests.
- Provide post-sale implementation and onboarding for new clients, fostering strong relationships from the
start and ensuring high-quality service
- Lead additional projects as requested by department leadership.
- 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 when necessary
EDUCATION / EXPERIENCE
- High School Diploma or Equivalent required
- Associate or bachelor's degree preferred
- Prior P&A and/or benefit administration experience required
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), HSA, 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.
