Specialist Global Industrial

The Specialist, Benefits supports the delivery of outsourced employee benefits administration across the United States and Canada. The role assists employees, managers, and HR partners with benefits-related questions and escalated issues; coordinates with third-party administrators and benefit carriers; and follows assigned cases through resolution. Working under the direction of the Manager, Benefits & Leave, the Specialist gathers information, researches issues, maintains accurate case documentation, performs routine data validation, and escalates complex, sensitive, or unresolved matters.

The role contributes to a responsive employee experience and the accurate, timely, and compliant delivery of benefits services.

• Respond to assigned benefits questions and escalations from employees, managers, and HR partners using approved plan information, procedures, and resources.
• Provide clear information and status updates regarding benefit programs, eligibility, enrollment, coverage, payroll deductions, and vendor processes.
• Assist employees with navigating vendor resources and understanding the information or documentation needed to resolve an issue.
• Refer plan interpretation, policy, compliance, fiduciary, or other complex matters to the Manager, Benefits & Leave or appropriate subject-matter expert.
• Deliver professional, responsive, and employee-focused support while maintaining confidentiality and discretion.

• Manage assigned benefits cases in Service Now or other approved case‑management tools through resolution or appropriate handoff.
• Gather relevant information from employees, vendors, carriers, payroll records, HR systems, and internal partners to support issue investigation.
• Coordinate resolution of common eligibility, enrollment, coverage, billing, payroll deduction, dependent verification, and vendor‑service issues.
• Maintain complete and accurate documentation of communications, actions, decisions, and resolutions.
• Monitor open cases, follow up on outstanding actions, provide timely updates, and escalates aging or unresolved issues.

• Work with third‑party administrators, benefit carriers, and service providers to obtain information and support resolution of assigned employee issues.
• Follow established vendor contact and escalation procedures and track vendor commitments through completion.
• Prepare issue summaries, supporting details, and action‑item updates for vendor discussions and internal review.
• Identify recurring vendor issues or service concerns and communicate observations to the Manager, Benefits & Leave.
• Support follow‑up activities resulting from vendor meetings, service reviews, or corrective actions.

• Perform assigned validations and reconciliations involving eligibility, enrollment, payroll deductions, billing, employee records, and vendor data.
• Research data discrepancies and coordinate corrections with vendors, Payroll, People Systems, or HR Operations under established procedures.
• Support annual enrollment, plan changes, employee communications, testing, and other benefits‑related operational activities.
• Compile documentation and data for audits, compliance reviews, reporting requests, and operational controls.
• Follow established privacy, security, records, and control requirements and promptly escalat identified risks or exceptions.

• Maintain working knowledge of assigned benefit programs, vendor processes, case‑management practices, and employee support resources.
• Use established procedures, templates, knowledge articles, and quality standards to provide consistent support.
• Track recurring…