Benefits Support Senior Analyst, Missed Enrollment

Freddie Mac; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Senior Support Analyst to address benefits operations and customer inquiries. This role will involve troubleshooting issues, enhancing customer experiences, and coordinating projects across various teams. Ideal candidates should have extensive experience in customer-facing roles within the insurance and benefits sector and possess strong communication and project management skills.

Qualifications

• 4+ years in customer-facing operational role.
• Experience with insurance and benefits.
• Prior experience in SaaS/start-up preferred.

Responsibilities

• Act as primary point of contact for customers and internal partners.
• Manage complex escalations and issues to ensure customer satisfaction.
• Collaborate with stakeholders to define and implement enhancements.

Skills

Communication skills

Project management

Problem solving

Research skills

Conflict resolution

Job description

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365-all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B from the world's top investors-including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock-and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the role

Benefits is one of Rippling's largest and most important product categories. The Benefits Operations team is critical to getting companies enrolled in the right benefits, and manages tens of thousands of enrollments every year.

Rippling is looking for a Senior Support Analyst to resolve process and system issues as they arise, and to help root cause and own immediate and broader fixes needed to prevent issues impacting benefits and coverage. This role will require significant engagement across customers, vendors, carriers, and a number of internal departments, and will have a major impact on the success of Rippling's Benefits platform.

What you will do

• Act as the primary point of contact for our customers, insurance carriers, and internal partners while owning the end-to-end resolution of issues related to benefits and enrollments
• Root cause complex issues, collaborate with R&D and other internal stakeholders to define and implement enhancements through process and automation, in order to improve the customer experience
• Drive communication with stakeholders throughout the duration of assigned projects, acting as project manager
• Manage complex escalations and issues, with high levels of customer satisfaction

What you will need

• 4+ years of experience in a customer-facing operational role, such as implementation, support, or operations with insurance and benefits experience required.
• Expert communication skills (written and verbal): can de-escalate and connect with the most frustrated of customers
• Strong project management and organizational skills: good attention to detail with excellent work product, time management, and execution
• Strong problem solving, research and conflict resolution skills
• Prior experience at a SaaS/start-up company preferred

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [e-mail]

#li-remote

The pay range for this role is:

23 - 41 USD per hour (US Tier 3)

25 - 43 USD per hour (US Tier 2)