Mission

The Benefit Services Consultant supports the benefits team, our clients, and their employees. This person will be responsible for managing everything related to benefits for their assigned clients including managing open enrollment, ongoing enrollments for new hires / qualifying life events, troubleshooting issues with plans and billing, audits, answering client/employee questions. This person will ensure our clients' employees have a smooth enrollment process and an overall fantastic experience with Obsidian HR, all while managing successful partnerships with our third-party benefit providers as needed.

Outcomes/Key Measures of Success

3 months

• Able to carry ~ 800 WSE or 40 clients
• Able to resolve (with minimal guidance) to 10-20 common inbound Salesforce cases per day and appropriately assign other cases
• Able to explain benefits processes, why they are important, how they are done, and how to troubleshoot basic issues
• Able to navigate Obsidian's software systems

6 months

• Fully trained and able to carry a full-load (1000 - 1500 WSE or 50 clients)
• Able to troubleshoot and accurately resolve benefit-adjacent issues

• Able to manage caseload with timely responses (<4 hours) and 0 overdue cases

• Serve as an in-house resource for providing guidance on benefits issues
• Clients praising employee for performance

Responsibilities

• Manage processes for open enrollment and ongoing enrollment for new hires/qualifying life events for all assigned clients
• Ensure correct setup of plans, enrollments, contributions, etc.
• Accurately and thoroughly answer and troubleshoot any questions from your assigned clients and/or their employees
• Support your teammates by lending knowledge or assisting with cases as needed
• Support ops team in achieving 70 NPS across all clients through superior service and responsiveness

Competencies

Customer Focus: Regularly monitors customer satisfaction. Meets internal and external customer needs in ways that provide satisfaction and excellent results for the customer. Establishes "partner"

relationships with customers. Regarded as visible and accessible by customers.

Team Player: Reaches out to peers to tear down walls or remove roadblocks. Overcomes "we-they"

relationships. Approachable. Earns a reputation for leading peers toward support of what

is best for total company. Cooperates with supervisors and establishes collaborative

relationships with peers (without being pushy).

Integrity : Does not ethically cut corners. Remains consistent in terms of what one says and does

and in terms of behavior towards others. Earns trust of coworkers. Maintains confidences.

Puts organization's interests above self. Does what is right. "Fights fair". Intellectually

honest; does not "play games" with facts to win a point.

Resourcefulness: Seeks out and seizes opportunities, goes beyond the "call of duty", passionately finds ways to surmount barriers. Action-oriented "doer", achieving results despite lack of resources.

Able to re-stimulate projects that have languished. Shows preference for action ("make it

happen").

Oral Communication: Communicates effectively one to one, in small groups, and in public speaking contexts. Demonstrates fluency and "quickness on one's feet", clarity of organization of thought processes, and command of the language. Easily articulates vision and standards. Keeps people informed.

Written Communication: Writes clear, precise, well-organized emails, memos, letters, and proposals while using appropriate vocabulary, grammar, and word usage, and creating the appropriate "tone".

Self Awareness / Feedback: Recognizes not just one's own strengths but also weaker points and areas for improvement. Demonstrates the courage not to be defensive, rationalize mistakes, nor blame others for one's own failures. Learns from mistakes. Builds feedback mechanisms to continually improve his/her own competencies.

Experience | Qualifications

• 5 years experience in customer-facing customer service role
• Strong attention to detail
• Strong written and verbal communication skills
• Benefits experience required 2 years
• PRISM preferred
• Bilingual preferred