Business Title 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 – Tier Two Case Team serves as an advanced, day-to-day subject matter expert supporting complex case and issue resolution within the service center. This role partners closely with the Operations Supervisor to ensure operational excellence, quality outcomes, and exceptional customer experience. The Delivery Senior Associate provides guidance, coaching, and real-time support to Customer Care Representatives (CCRs), while independently managing Tier Two case work requiring deep benefits and HR domain knowledge.

• Accurately and timely process Tier Two Case and Issue tickets, including COBRA enrollments, Appeals, Escalations, and complex benefit inquiries.
• Conduct outbound callbacks.
• Ensure work meets SLAs and quality standards.

• Act as SME for the Case Team.
• Maintain advanced knowledge of benefits and HR services.

• Assist the Operations Supervisor with evaluations, audits, coaching, and training support.

• 18+ months back-office call center experience preferred.
• Strong time management and problem-solving skills.
• Proficiency in MS Word, Excel, SharePoint, Outlook.

Education

Bachelor's degree or equivalent experience preferred.

• 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 self—offering 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.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You'll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion

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.

Diversity Policy Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country

To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum - Maximum:

$33,040.00 - $61,360.00

Pay Transparency Statement:
St…