Case Team Specialist

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 work forces to perform at their best.

The Delivery Senior Associate supports the Tier Two Case Team by providing operational quality and subject matter expertise. This role plays a key part in processing and auditing casework, evaluating customer interactions, analyzing quality metrics, and peer training and mentoring team members. As a day-to-day subject matter expert (SME), the Delivery Senior Associate demonstrates deep knowledge of client programs, tools, and processes while consistently modeling best-in-class customer service and operational excellence.

The ideal candidate exhibits strong expertise in core benefits and/or HR services, applies best practices, and sets a standard of excellence for peers through performance, professionalism, and accountability.

• Maintain a broad knowledge of client services such as HR Administration, Talent Administration, and related services.
• Handle a high volume of inbound case tickets and perform outbound follow-up calls as required.
• Resolve complex or unusual customer situations, escalating to higher levels for approval when necessary.
• Provide accurate, clear guidance to employees regarding health, life, and retirement benefits; leave of absence; and other HR-related services.
• Process transactions including, but not limited to, benefit enrollments, plan changes, dependent updates, account issues, COBRA enrollment, and retirement elections.
• Conduct in-depth research to resolve customer-reported issues and manage casework through resolution.
• Navigate multiple systems and screens simultaneously to access and update customer account and product information in accordance with client and Strada policies and procedures.
• Create, update, and maintain employee records in authorized databases.
• Communicate effectively with third parties to support employee inquiries and updates.
• Maintain accurate documentation and reporting related to trends, escalations, and case resolutions.
• Support the Case Team through peer training and coaching, quality evaluations, audits, and process support activities
• Stay current on client programs, policies, and services through ongoing training and self-study.
• Perform other duties as assigned by management.

This role requires subject matter expertise in Tier Two operational processes, including accurate and timely processing of case and issue tickets, appeals, research, escalations, and callbacks. The Delivery Senior Associate uses this expertise to drive consistent results and support high levels of client and customer satisfaction.

Required:

• High school diploma or GED
• Minimum of 18 months of related call center or back-office experience (preferred)
• Strong time management, organization, and execution skills
• Proven ability to resolve problems and deliver positive customer outcomes
• Ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills with the ability to build rapport

Preferred:

• Multiple service domain knowledge
• Large Market experience
• Knowledge of customer care best practices
• Experience in a customer care operating environment
• Proficiency with HRX, SAP, MS Word, Excel, SharePoint, and Outlook

• 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.

At Strada, we support your whole selfoffering 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.

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.