• Lead a team of Benefit Specialists, overseeing daily efforts to optimize performance, communication, response time, and overall service delivery in coordination with strategic departmental and companywide goals.
• Assists Benefits Team with problem resolution and facilitates escalated issues for the group with the necessary internal partners.
• Maintains a reduced book of business, and provides outstanding customer service through calls, cases and emails; documents all interactions in our CRM.
• Answers incoming calls from clients and employees providing guidance about product offerings.
• Researches and resolves complex product and service issues from clients and their employees while maintaining accuracy and timeliness. Partners with the Benefits, Data Processing and Reconciliation teams to identify necessary adjustments to correct billing inaccuracies.
• Ensures team is prioritizing research into reconciliation items and providing timely and accurate resolutions with all necessary client communication. Help to identify and implement preventative measures to reduce benefit discrepancies and overall risk.
• Participates in product related projects. Develops, in conjunction with Managers and Director, training materials pertaining to new products and processes; mentor’s other team members, and conducts training sessions, ensuring the team has all required knowledge to effectively perform their job and support each other as a team.
• Assist in Project Managing annual and off cycle Open Enrollment periods in close coordination with Brokers, Benefit Specialists, Payroll and the HR Business Partners.
• Identifies process improvement opportunities; Documents Standard Operating Procedures (SOPs) with consideration for any cross departmental coordination. Provide recommended SLA’s for verification ensuring processes remain up to date and trusted sources of knowledge for the team.
• Develops and maintains solid working partnerships including across departmental lines.
• Develops problem resolution techniques and suggestions for productivity and efficiency gains and makes recommendations to management and staff.
• Perform other duties as assigned.

Education, Skills, and Experience:

• Minimum of 5 years work experience in a benefit focused, client facing role preferably within the PEO industry. Bachelor’s degree in a business or human resources context preferred.
• Insurance license in any state preferred.
• Working knowledge of benefits related laws & regulations preferred.
• Experience in all aspects of benefit administration for all employee categories, resolving employee benefit issues.
• Detail, Project & Service oriented.
• Demonstrated leadership skills.
• Proven ability to build and maintain longstanding client relationships.
• Highly proficient in PrismHr.
• Proficient in Microsoft Suite.
• Intermediate Excel skills.
• Bilingual in Spanish desired, but not required.

• Indoor, office setting or remote work (depending on location of colleague).

• The noise level in the work environment is usually moderate when in office and can vary as colleagues service clients.

• While working remotely/from home, colleagues must have an adequate, brand, and clean workspace to perform work productively and safely, and in a manner that best represents Tandem as an organization.

• Tandem HR offers a flexible work environment where hybrid work options are available.

• While performing the duties of this job, the colleague is regularly required to sit, talk, hear, and use hands to finger, grasp, handle, feel or operate objects, tools, or controls.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment. Specific vision abilities required by this job include close vision and the ability to adjust focus.
• The colleague must regularly lift and/or move up to 10 pounds.
• Regular and predictable attendance is an essential job function.
• Colleagues may be asked to work on site as required and as applicable at the discretion of their manager on an infrequent basis aligned with business needs and necessities.