Client Support Specialist

The Client Support Specialist will deliver exceptional customer service and communication while managing the day-to-day administration of employee reimbursement plans such Section 125, 129, 132, 105(h), and Lifestyle Plans. 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 case load 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 voice mails 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, researching and taking 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, Participant Support Center and management.
• Performs all necessary IRS non-discrimination tests.
• Conduct operational and functional internal audits as needed.
• Collaborates with the sales and new business teams to identify ways to improve the overall customer experience.
• 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 as needed.

Other Functions

• Champion P&A Group values and policies.
• Maintain data protection, privacy, security and maintain HIPAA compliance for participants and clients.
• Assist the department manager in the training of new employees when needed.
• Completes any additional assignments as requested by the executive/management team members.
• Provides back up to peers as required.
• Ad-Hoc reporting, analysis and presentations as required.