Senior Benefits Case Resolution Specialist (Tier II)

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

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