Senior Client Support Specialist

Under minimal supervision, The Senior Client Support Specialist will combine strong client management skills with a deep understanding of reimbursement account plan administration to provide the highest quality of customer service for assigned customers/clients. The Senior Client Support Specialist will deliver exceptional customer service and communication while managing the day-to-day administration of employee reimbursement plans such as Section 125, 129, 132, 105(h), HSA (Health Saving Accounts) and Lifestyle plans.

The Senior Client Support Specialist will also assist with additional duties such as, but not limited to implementation of new plans, assuming a lead role for a project, assisting with training or answering questions from co-workers and/or other departments, etc.  These duties must be performed in a timely manner consistent with our established performance standards and client-specific performance guarantees.

Key Responsibilities

• Performs all phases of administrative procedures in accordance with plan specifications, government regulations, and departmental procedures at the highest levels of quality to maximize client satisfaction.
• Coordinates and administers assigned complex caseload to ensure optimal client/customer satisfaction through accurate interpretation of the plan documents and all plan provisions with attention to any special administrative requirements.
• Provide prompt responses to all participant, client, broker, and internal inquiries including emails and voicemails within department standards (1 business day), investigating and resolving matters with urgency when necessary.
• Assist clients, participants, team members, brokers, sales/marketing representatives, and Participant Support Specialists in understanding regulations, plan documents, administrative procedures, and any related questions.
• Prepare and deliver various reports to clients as required.
• Monitor departmental reports, research, and take necessary actions in line with policy.
• Ensure timely receipt of payroll files before client pay dates, proactively communicating with clients if delays occur.
• Reconcile and oversee the posting of employer deposits, ensuring all changes, terminations, and new hires are addressed promptly
• Record and post payments received from employers and participants in a timely manner.
• Ensure timely completion of annual Open Enrollment procedures of assigned caseload facilitating effective communication among clients, brokers, sales team, the Participant Support Center and management.
• Perform all necessary IRS non-discrimination tests.
• Provide post-sale implementation and onboarding for new clients, fostering strong relationships from the start and ensuring high-quality service.
• Lead additional projects as requested by department leadership.
• Contribute to departmental efficiency and accuracy by suggesting process improvements.
• Demonstrate leadership qualities by mentoring and assisting other team members.
• Performs operational/functional internal audits as required.
• Keep the Department Manager & Supervisor fully informed on all problems or unusual matters of significance and escalate when necessary.

Travel

With advance notice, occasional overnight and business day travel may be required for this role.

Working Conditions

Fast-paced work environment; flexibility to work schedules as required due to changing business demands. Occasional overtime is required. The work environment is moderately sedentary and typical of general office conditions with regard to standing, sitting, walking and lifting; no adverse conditions.

Other

Completes any additional assignments and projects as requested by management.

This job description is designed to cover a general list of responsibilities and expectations for this role and does not contain a complete listing of activities, duties or responsibilities that are required for the role. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time with or without advance notice.