[Pooling} (PHL) Benefits Specialist III

Dayforce; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Dayforce is seeking a Benefit Specialist III to join our client-facing team supporting North American benefits inquiries. You will build relationships with assigned customers, manage cases, and provide Tier II support from the Employee Contact Center.

You will also assist with standard benefit processes and Open Enrollment testing, while contributing to process improvements and stakeholder communications. The ideal candidate has 3+ years of US benefits experience, strong English communication,

Qualifications

• Excellent verbal and written English communication.
• 3+ years of US benefits experience.
• Knowledge of US benefit compliance and regulatory requirements.

Responsibilities

• Triage inquiries and provide solutions via CRM per guidelines.
• Provide Tier II support for Employee Contact Center questions.
• Explain benefit features and plan configurations; research issues.
• Test changes to plan configurations and assist with OE testing.
• Create SOPs for new customers and tailor to requirements.
• Support processing team with standard benefit processes questions.

Skills

English communication

Analytical thinking

Problem solving

Time management

Customer focus

Team collaboration

Education

High school diploma or GED

Bachelor's degree in business or HR (desirable)

Tools

CRM software

Job description

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.

Responsibilities:

• 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 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.

Qualifications:

• 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 communication skills, both verbal and written, in English are mandatory. Strong organizational skills, attention to detail, time management skills, strong customer focus, analytical and problem-solving abilities, and the ability to work individually and in a team environment.
• Knowledge: Demonstrated detailed understanding of US benefit compliance, and knowledge of regulatory requirements.

Our Culture:

At Dayforce, we believe in being Daymakers-people who make work life better for everyone. Our core values guide us in everything we do:

• Customer Focus: We prioritize our customers' needs and strive to exceed their expectations.
• Shared Ambition: We work towards common goals, driving success through collective effort.
• Transparency: We maintain open and honest communication in all our interactions.
• Agility: We adapt quickly to changes, ensuring we remain ahead in our industry.
• Equity: We treat everyone fairly and respectfully, promoting an inclusive environment.
• Optimism: We approach our work positively, believing in our ability to make a difference.

We thank all interested candidates; however, only those selected for interviews will be contacted.