Benefits Specialist III

Dayforce; Toronto; On-site; CAD 75,000 - 110,000; Full time

Job summary

Dayforce is seeking a Benefit Specialist III to support client employers across North America with benefit inquiries. This role emphasizes building strong customer relationships, thorough case management, and providing Level II guidance to the Employee Contact Center.

The position involves processing questions, assisting with Open Enrollment projects, and contributing to ongoing process improvements. A focus on analytical problem solving and teamwork is essential.

Qualifications

• Excellent verbal and written communication skills in English.
• 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.

Responsibilities

• Triage inquiries and provide solutions via our CRM tool as outlined by our team’s guidelines.
• Tier II support for questions from the Employee Contact Center; engage the customer for Appeals and close the loop with the employee.
• Explain benefit features and plan configuration; research configuration issues and assist with solutions.
• Test changes to plan configuration and release items impacting benefits.
• Create Standard Operating Procedures (SOPs) for new customers and customize to meet requirements.
• Support processing team with questions about standard benefit processes and involve leaders as needed.
• Participate in Open Enrollment testing and related OE processes.
• Participate in process improvements and potential product enhancements to benefit customers.

Skills

Communication

Analytical

Problem-solving

Attention to detail

Time management

Customer focus

Teamwork

English proficiency

Education

High school diploma or GED

Bachelor's degree in business/HR or equivalent

Job description

About the Opportunity

The Benefit Specialist III, a pivotal role in our organization. This is a client facing role providing employer support for benefit inquiries from your assigned customers in North America. Key responsibilities include building relationships with customers, case management, and offering 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 yearly Open Enrollment project. The ideal candidate has excellent analytical and problem-solving skills.

What You'll Get to Do

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

Skills and Experience We Value

• Experience: 3+ years in US benefits is required.
• Education: A high school diploma or GED is required. A bachelor’s degree in business, human resources, or equivalent experience is desired.
• Skills: 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.
• Knowledge: Demonstrated detailed understanding of US benefit compliance, and knowledge of regulatory requirements.