Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.
As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Client Success Specialist, Benefit Renewals. The Client Success Specialist, Benefit Renewals is part of the Benefit & Compliance Services team, and the focus of this position is to assist existing clients with their benefit renewal and open enrollment project. The incumbent strengthens our client relationships and improves the client experience through proactive client outreach to educate them about the benefit renewal and open enrollment processes, offer best practices, manage benefit renewal projects, and ensure the client’s benefit renewal completely accurately and timely.
At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!
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A day in the life of a Client Success Specialist may vary, but you can always count on:
- Partner with existing SyncHR and Benefit Services clients to support their benefit plan renewal and open enrollment projects and to drive accurate and timely completion of the project
- Educate clients on the process and available tools, share best practices, and recommend strategies to help deflect project costs. Advocate for PrimePay’s policies and procedures and explain why certain processes are in place
- Serve as primary point of contact for client. Act as a liaison between the client/broker and the SyncHR and Benefit Services configuration experts. Gather all necessary forms and information for the configuration experts to update the client’s applicable platforms
- Troubleshoot client issues, consult with internal system experts on recommend resolution steps, and provide client instructions on how to resolve issues. Handle escalations related to the project and consult with management on recommended resolutions as needed
- Manage the client's project and set expectations for project tasks and deliverables. Keep track of assigned client project milestones and due dates. Take needed action to ensure client project timeline stays on track and advise client and management if project timeline is at risk
- Host client Project Kickoff calls, Benefit Wizard Walkthrough calls, and Post-Open Enrollment Debriefing calls as needed
- Identify trends in the client experience that could be addressed through process improvements or improved client or participant education and make recommendations to management
- Protect our customer’s Protected Health Information and Personally Identifiable Information
- Special projects which contribute to the team’s goals and objectives may be assigned
Success will come if you have:
- Minimum 3 years’ experience in Benefit Services, preferably in a variety of roles with increasing responsibility and significant exposure to clients and brokers
- Ability to communicate professionally both verbally and in writing
- Excellent listening skills and comfortable asking clarifying questions
- Self-motivated and able to thrive in a fast-paced work environment
- Desire to work as a strong contributor to achieve team goals
- Possess strong organizational skills and ability to juggle multiple priorities
- Demonstrated ability to exceed customer expectations by delivering the extra degree of service
- Experience managing client expectations and successfully resolving escalated situations
- Strong attention to detail and accuracy of work
- Possess working knowledge of group benefits including medical, dental, ancillary, HRA’s, and voluntary benefit programs. Intermediate understanding of Pre-tax reimbursement plans and COBRA
PrimePay Offers:
- A competitive salary in the $17 - $25/hour range based on experience
- Access to personal, group training and career advancement
- Leadership development through individualized support and career mentoring
- Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD
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