Operations Specialist II

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The Operations Specialist II, Benefits assumes an advanced role within the Benefit Services Operations Team, demonstrating heightened expertise in COBRA, FSA, HRA, and HSA administration. This position operates autonomously, handling complex tasks, providing guidance to junior staff, and leading the resolution of escalated issues. This role fosters team growth by contributing significantly to operational excellence and client satisfaction. The Level II Specialist embodies leadership, expertise, and proactive problem‑solving, playing a key role in refining operational procedures and advancing the department's service standards.

Assume a mentoring role, assisting in training and guiding junior team members.

• Drive special projects aimed at automation, process enhancement, and operational efficiency improvements, taking a proactive role in identifying and implementing solutions.
• Serve as the primary client/broker point of contact for assigned benefit renewal projects, responding to inquiries via phone, email, and chat in a timely and professional manner.
• Collaborate with internal departments to address clients’ benefit renewal project needs and escalations and ensure a seamless experience.
• Serve as the central point of contact for all project‑related activities, facilitating collaboration among team members, resolving conflicts, and ensuring alignment with organizational goals and objectives.
• Execute assigned project tasks efficiently and effectively according to project timelines, specifications, and quality standards.
• Identify opportunities for process improvements and contribute to the development of support resources, training materials, and knowledge‑based articles.
• Collaborate with the Client Support Manager to develop and implement process improvements for increased efficiency.
• An aptitude for leadership with the capability to mentor and train junior staff.
• Advanced understanding of regulatory compliance and industry best practices within the Benefit Services domain.
• Problem‑Solving and Decision Making:
  Strong analytical and critical thinking skills to identify issues, evaluate alternatives, and make timely decisions to address challenges and mitigate risks throughout the project life cycle.
• Time Management and Organizational
  
  Skills:
  
  Expert at prioritizing tasks, managing multiple clients simultaneously, and meeting deadlines.
• Communication and Stakeholder Management:
  Excellent verbal and written communication skills to effectively convey project status, updates, and expectations to clients/brokers. This involves building and maintaining positive relationships with clients, team members, vendors, and other stakeholders.
• Quality Management:
  Commitment to ensuring high‑quality project deliverables by completing quality assurance processes, conducting regular reviews, and addressing any deviations from standard operating procedures.
• Adaptability and Resilience:
  Ability to thrive in dynamic environments and adapt to changing project requirements, priorities, and constraints. This includes staying agile, flexible, and resilient in the face of uncertainty and ambiguity.
• Proficiency in leveraging technology and software to streamline processes and enhance operational efficiencies.
• Client Relationship Management:
  Strong customer focus and relationship building skills to understand client needs, address concerns, and deliver value‑added solutions that exceed client expectations.
• Proficiency in Salesforce, WEX Benefit Portal, WEX COBRA point, and Prime Pay’s suite of benefit products.
• Ability to work independently with minimal supervision, while also collaborating effectively with cross‑functional teams.

• Education:
  
  Bachelor’s degree in Human Resources, Business Administration, or related field.
• Experience:
  
  Minimum two (2) years of experience in benefits administration or a related role within Benefits Services Operations, showcasing advanced expertise in COBRA, FSA, HRA, and HSA Administration.
• Minimum two (2) years’ experience working within a TPA environment and advanced knowledge of WEX Benefit Portal and COBRA point…