Manager, Participant Services

Baker Tilly US; Clarks Summit (Lackawanna County); Hybrid; USD 67,000 - 111,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Baker Tilly US is seeking a Benefits Administration Relationship Lead to oversee client relationships and internal Benefits Administration support staff. You will ensure timely deliverables under client contracts and coordinate major enrollment initiatives, acting as the primary escalation point for issues.

Ideal candidates have 5+ years in benefits related fields, strong MS Office skills, and a track record of leading teams.

Qualifications

• 5 years’ experience in Benefits Administration, Insurance, Customer Service, Information Processing or HR-related fields.
• Strong supervisory and client relationship experience.
• Proficient with MS Office: Excel, Outlook, Word.

Responsibilities

• Serve as a key point of contact for clients, ensuring responsive, professional service.
• Build and maintain strong client relationships by understanding needs and priorities.
• Proactively address client questions, concerns and service issues with timely resolutions.
• Coordinate with internal teams to ensure commitments and standards are met.
• Monitor client satisfaction and identify opportunities to improve the experience.
• Support client retention and growth by identifying evolving needs.

Skills

Benefits Administration

Insurance

Customer Service

Information Processing

HR-related

Education

Bachelor's Degree

Tools

Excel

Outlook

Word

Job description

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers – New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers – New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram.

Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.

Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.

Job Description

Provide direct, ongoing oversight of client relationship and internal Benefits Administration support staff (Benefits Specialist I and II). Ensure the continuous, timely completion of all related deliverables and tasks associated with assigned accounts and in accordance with client contracts as well as defined client processing schedules and procedures. Coordinate all aspects of the client’s major enrollment initiatives, particularly the annual enrollment effort. Serve as the client’s primary point of escalation for any issues, concerns and change considerations. Ensure that internal account documentation and delivery schedules are kept in a current, accurate state and consistently made available to internal resources (unit and cross-departmental). Ensure that support resources are adequately trained. Maintain a strong client presence on an ongoing basis. Support revenue growth by critically analyzing client relationship against Baker Tilly Vantagen services and capabilities in an effort to expand the suite of services provided to each. Provide meaningful leadership support to assigned counselees in accordance with the guidelines set by the Baker Tilly Performance Counseling program.

Responsibilities Are, But Not Limited To

• Serve as a key point of contact for clients, ensuring responsive, professional, and high-quality service.
• Build and maintain strong client relationships by understanding needs, expectations, and priorities.
• Proactively address client questions, concerns, and service issues, ensuring timely and effective resolution.
• Coordinate with internal teams to ensure client commitments, deliverables, and service standards are consistently met.
• Monitor client satisfaction and identify opportunities to improve the overall client experience.
• Manage escalated client issues with professionalism, sound judgment, and a solutions-oriented approach.
• Support client retention and growth by identifying evolving needs and opportunities to provide additional value.
• Model and reinforce a client-first approach across the team.
• Conduct daily and weekly reviews of scheduled and completed tasks for assigned account base
• Update and post timely any and all changes to client documentation using the established methods and channels
• Review open case activity to a minimum frequency of weekly to ensure completion in accordance with Baker Tilly Vantagen’s response and resolution standards
• When applicable and upon realization, facilitate root cause issue analysis and action planning, coordinate execution of plan and timely communication to client stakeholders
• Orchestrate the end-to-end planning and execution of all major client enrollment initiatives post-implementation
• Orchestrate and facilitate ongoing client stakeholder servicing/relationship reviews as well as the delivery of pertinent service support information (reports, snapshots, updates, etc.)
• Conduct monthly/semi-monthly meetings with Performance Counselees; report discussion points, action items, items for follow up to Director

Qualifications

• The ideal candidate will have 5 years’ experience in the Benefits Administration, Insurance, Customer Service, Information Processing and/or Human Resource-related fields, and will be able to demonstrate past success in a supervisory and/or client relationship capacity
• Bachelors Degree
• The candidate will demonstrate fair, objective leadership qualities to compliment a strong, professional presence both internally and externally
• The candidate will possess exceptional verbal (interpersonal, small group) and written customer service skills
• The candidate will maintain proficiency with MS Office, specifically intermediate/advanced Excel, Outlook, and Word
• The candidate will bring strong organizational qualities and be capable of maintaining poise under pressure
• Hybrid work arrangement-3 days per week at our Clarks Summit office

The pay range for this position is $67,000 to $110,700. This range represents a good-faith and reasonable estimate of the compensation the firm expects to pay for this position at the time of posting. Actual compensation will depend on a variety of relevant factors, including an applicant’s skills, experience, qualifications, professional certifications, work arrangements, geographic location, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range, and compensation decisions depend on the facts and circumstances of each case. Baker Tilly offers a compensation and benefits package to eligible employees.