Senior Associate, Tier II Benefits Case Resolution

1US37 Strada U.S. Payroll, LLC; Tallahassee (FL); On-site; USD 33,000 - 61,000; Full time

Job summary

Strada seeks a Senior Associate, Tier II Benefits Case Resolution to manage complex benefits and HR cases within the service center. You will act as a day-to-day subject matter expert, resolving escalated issues and guiding Customer Care Representatives to maintain service quality and a positive customer experience.

Education includes a bachelor’s degree or equivalent experience. The role requires familiarity with COBRA, appeals, and benefits inquiries, and offers a salary range of $33,040 to

Qualifications

• 18 months or more of back-office or call center experience preferred.
• Strong time-management and problem-solving skills.
• Proficiency with Microsoft Word, Excel, SharePoint, and Outlook.

Responsibilities

• Tier II case and issue tickets accurately and within required timelines, including COBRA enrollments, appeals, escalations, and complex benefits inquiries.
• Make outbound callbacks to customers as needed.
• Meet service-level agreements (SLAs) and quality standards.
• Serve as a subject matter expert for the Case Team.
• Maintain advanced knowledge of benefits and HR services.
• Provide CCRs with guidance and real-time support on complex cases.
• Assist the Operations Supervisor with evaluations, audits, coaching, and training.

Skills

Time management

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Word

Microsoft Excel

SharePoint

Outlook

Job description

Join us on a journey of endless possibilities At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact. With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter. Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best. Learn more at www.stradaglobal.com

The Role

The Senior Associate, Tier II Benefits Case Resolution manages complex benefits and HR cases within the service center. As a day-to-day subject matter expert, this role resolves escalated issues, supports Customer Care Representatives (CCRs), and partners with the Operations Supervisor to maintain service quality and a positive customer experience.

Key Responsibilities

• Tier II case and issue tickets accurately and within required timelines, including COBRA enrollments, appeals, escalations, and complex benefits inquiries.
• Make outbound callbacks to customers as needed.
• Meet service-level agreements (SLAs) and quality standards.
• Serve as a subject matter expert for the Case Team.
• Maintain advanced knowledge of benefits and HR services.
• Provide CCRs with guidance and real-time support on complex cases.
• Assist the Operations Supervisor with evaluations, audits, coaching, and training.

Required Qualifications

• 18 months or more of back-office or call center experience preferred.
• Strong time-management and problem-solving skills.
• Proficiency with Microsoft Word, Excel, SharePoint, and Outlook.

Education

A bachelor’s degree or equivalent experience preferred.

Values

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future.

• These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

Salary

Salary Pay Range Minimum - Maximum: $33,040.00 - $61,360.00

Pay Transparency Statement

Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

Disclaimer

DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

Equal Employment Opportunities

Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.