Customer Account Associate

PlanSource; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A leading cloud-based technology provider seeks a motivated Customer Account Associate to join their Customer Success team. In this role, you will ensure client satisfaction by managing verification processes and responding to inquiries. Enjoy a supportive work environment with opportunities for professional growth and comprehensive benefits.

Benefits

Unlimited PTO

Paid parental leave

401(k) Plan

Qualifications

• Effective team member with excellent organization, prioritization, and problem-solving skills.
• Strong written and verbal communication abilities.

Responsibilities

• Comply with general and Client specific Service Level Agreements (SLAs).
• Engage and coordinate with other teams for client issue resolution.

Skills

Organization

Problem-Solving

Communication

Education

0 – 1 year in related field

1+ year(s) on document review

Job description

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

PlanSource is looking for a highly motivated, organized, forward-thinking team member to join the Customer Success organization as a Customer Account Associate.

The Customer Account Associate is trained in all areas of Dependent Verification and have experience with reviewing submitted documents. Customer Account Specialists are capable of managing high level cases and perform Dependent Verification tasks with minimal regular assistance needed.

Responsibilities include:

• Comply with general and Client specific Service Level Agreements (SLAs).
• Documentation of client activity (phone calls, emails) via client relationship management tracking software.
• Engage and coordinate with other PlanSource teams and departments to ensure client issue resolution.
• Escalate items that are not resolved in accordance with SLA’s to Tier 2 level colleagues or Team Lead.
• Facilitate client issue/inquiry resolution by working with 3rd parties and health insurance carrier contacts.
• Provide tier 1&2 level support for configuration and processing questions.
• Complete addon project management duties and configurations for new dependent audit clients.
• Read all release notes and technical updates to stay familiar with all system functionality.
• Respond to client phone calls and emails regarding system-related questions.

Responsibilities

• Great benefits package, including a full suite of health benefits, a generous 401(k) Plan, unlimited PTO, paid parental leave, a strong rewards and recognition program, and a focus on mental health and well-being.
• An inclusive environment with Employee Resource Groups to join, volunteering days and the ability to donate to organizations of your choice through our recognition platform.
• The opportunity to work for a growing, established technology company, but work side-by-side with a small, dynamic team of talented professionals.
• Fast-paced environment with big goals and the opportunity to make a big impact.

Top five reasons to come to PlanSource:

#5: Join the Vista Family. In March 2019, Vista Equity Partners acquired PlanSource, marking a new phase of growth. Vista’s portfolio of technology and software companies collectively make up the 4th largest software ecosystem in the world.

#4: PlanSource is highly rated with our customers. Be proud of our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

#3: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, employee recognitions, and a commitment to wellbeing.

#2: You can grow and develop professionally. PlanSource has a great track record of internal promotions within the company and offering development plans and tracks to pursue your personal and professional goals.

#1: Share our values. Be part of a team that values diversity and representation in all levels of the organization. Be part of a team that gives back to local communities and is actively aware of their social and environmental impact.

PlanSource is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. Our employees are the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and company’s achievement as well.

We celebrate and support our employees’ diversity in age, color, disability, ethnicity, cultural beliefs, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status and other characteristics that make our employees unique.

NOTE: We will consider a remote employee for approved cities PlanSource can accommodate.

If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.

REF 4735

Qualifications

Requirements for the Customer Account Specialist:

• 0 – 1 year in related field. 1+ year(s) on document review.
• Ability to be an effective team member.
• Ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs.
• Excellent organization and prioritization skills.
• Excellent problem-solving skills.
• Excellent written and verbal communication skills.
• Must demonstrate above-average initiative, self-reliance and autonomy, with the judgment to know when to take the lead, when to involve others, and how to set. priorities of the work functions assigned.