Benefits Specialist III

Dayforce; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Dayforce is seeking a Benefit Specialist III to support North American clients with benefit inquiries and build strong relationships while providing Tier II support for the Employee Contact Center.

You will triage inquiries, assist with Open Enrollment, test plan changes, and create SOPs tailored to customer requirements. Collaboration and a customer-first mindset are essential.

Qualifications

• 3+ years of experience in U.S. benefits required.
• High school diploma or GED required.
• Excellent verbal and written English communication required.
• Strong organizational and time-management skills.
• Detail-oriented with analytical and problem-solving abilities.

Responsibilities

• Triage inquiries and provide solutions via CRM per guidelines.
• Provide Tier II support for Employee Contact Center questions.
• Explain benefit features and plan configuration; research issues.
• Test changes to plan configuration and release items.
• Create SOPs and tailor them to customer requirements.
• Respond to processing team questions and engage leadership when needed.
• Support Open Enrollment testing and related processes.
• Contribute to process-improvement initiatives and product enhancements.
• Maintain high customer satisfaction by understanding customers’ business needs.

Skills

Communication

Analytical thinking

Problem-solving

Time management

Attention to detail

Customer focus

Teamwork

Education

High School Diploma or GED

Job description

About the Opportunity

The Benefit Specialist III is a client-facing role providing employer support for benefit inquiries from assigned customers in North America. Key responsibilities include building relationships with customers, case management, and providing Tier II support for questions from the Employee Contact Center.

You will also assist the processing team with questions regarding standard benefit processes and participate in your customers’ annual Open Enrollment projects. The ideal candidate has excellent analytical and problem-solving skills.

What You'll Get to Do

• Triage inquiries and issues for assigned customers and provide solutions through our CRM tool as outlined by team guidelines.
• Provide Tier II support for questions from the Employee Contact Center. Engage the customer for appeals and close the loop with the employee.
• Understand and explain benefit features and benefit plan configuration. Research possible configuration issues and assist with providing solutions.
• Test changes to plan configuration and release items impacting benefits, as needed.
• Create Standard Operating Procedures (SOPs) for new customers and customize them to meet customer requirements.
• Respond to questions from the processing team regarding standard benefit processes and engage other leaders to assist when necessary.
• Participate in Open Enrollment projects by providing support for testing and other Open Enrollment-related processes.
• Participate in process improvement projects and support internal organizational change initiatives; recommend product enhancements that will benefit our customers or the Managed support model.
• Maintain the highest level of customer satisfaction through a detailed understanding of customers’ business needs and business practices.

Skills and Experience We Value

• 3+ years of experience in U.S. benefits is required.
• High school diploma or GED is required.
• Excellent verbal and written communication skills in English are required to effectively support U.S.-based customers.
• Strong organizational, time-management, and attention-to-detail skills.
• Strong customer focus, analytical and problem-solving abilities, and the ability to work effectively both independently and as part of a team.
• Demonstrated detailed understanding of U.S. benefit compliance and knowledge of regulatory requirements.

What Would Make You Stand Out

• Bachelor’s degree in Business, Human Resources, or equivalent experience.