Senior Benefits Case Resolution Specialist (Tier II)

Strada; Tallahassee (FL); Hybride; USD 33 000 - 61 000; Plein temps

Avantages offerts par ce poste

Health benefits

Paid leave

Retirement plans

Learning opportunities

Résumé du poste

Strada is seeking a Senior Associate, Tier II Benefits Case Resolution in Tallahassee, FL. The role focuses on resolving escalated benefits cases, supporting Customer Care Representatives, and collaborating with the Operations Supervisor to maintain service quality and a positive customer experience.

Qualifications include 18 months+ back-office or call center experience, strong time management, and proficiency with Word, Excel, SharePoint and Outlook.

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.

Responsabilités

• Process Tier II case tickets accurately and within required timelines (COBRA enrollments, appeals, escalations).
• 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.
• Provide CCRs with guidance and real-time support on complex cases.
• Assist the Operations Supervisor with evaluations, audits, coaching, and training.

Connaissances

Back-office experience

Call center experience

Time management

Problem solving

Formation

Bachelor's degree or equivalent experience

Outils

Microsoft Word

Microsoft Excel

SharePoint

Outlook

Description du poste

Strada is seeking a Senior Associate, Tier II Benefits Case Resolution in Tallahassee, FL. The role focuses on resolving escalated benefits cases, supporting Customer Care Representatives, and collaborating with the Operations Supervisor to maintain service quality and a positive customer experience.

Qualifications include 18 months+ back-office or call center experience, strong time management, and proficiency with Word, Excel, SharePoint and Outlook.