Operations Support Specialist

If you love being at the center of the action, this role is for you. As an Operations Support Specialist, you’ll help keep our workplace running smoothly by sorting, organizing, and routing the information that powers our business. From identifying important documents to entering key case details, you’re the person who helps ensure everything gets where it needs to go. You’ll be trained across every line of business, giving you a front-row seat to how our operations work and the chance to make an impact every day.

Department Overview

Our Operations Support team is the engine behind the scenes. We handle incoming documents across all FedPoint programs, organize and scan materials, route information to the right teams, and partner with operations groups to make sure everything flows seamlessly. If you enjoy variety, teamwork, and a fast-paced environment, you’ll feel right at home.

What You’ll Do

Indexing (70%)

• Sort and distribute incoming mail, emails, and faxes, making sure each item lands with the right team.
• Identify document types, confirm enrollee information, and enter key data to keep cases moving.
• Redirect misrouted items and coordinate rescans when needed.
• Team up with operations staff to ensure workflows stay smooth and efficient.
• Keep an eye on incoming volumes and work with IT to troubleshoot any potential system issues.
  
  

Processing (10%)

• Help process transactions in iCare, BENEFEDS, and other applications, including updates to personal and beneficiary information.
• Double-check documents for complete and accurate details.
• Review and resolve items flagged on IT’s error report.
  
  

Document Sorting (20%)

• Open, sort, and prepare mail for scanning.
• Scan incoming documents and conduct quality checks to ensure the best images.
• Record premium payments and deliver them to Finance.
• Prepare scanned files for storage and support the team in research requests, including HIPAA-related inquiries.
• Manage mailroom supplies and keep everything stocked.
  
  

What You Bring

• High School Diploma or equivalent.
• Comfort using Microsoft Outlook, Word, Excel, and/or Access.
• Experience in insurance or benefits administration is a plus.
  
  

What Makes You Great for This Role

• You communicate clearly and professionally.
• You build strong working relationships and enjoy collaborating.
• You follow procedures with care but aren’t afraid to suggest improvements.
• You’re curious about how things work and eager to learn our business inside and out.
• You thrive in a fast-moving environment and stay organized even when juggling multiple tasks.
• You adapt easily as priorities shift.
• You take ownership and bring a positive, inquisitive mindset to your work.
  
  

Location: Portsmouth, NH, Hybrid 2 days per week in office

Schedule: 40 hours per week, Monday-Friday with flexible start times from 4am-9am

Compensation: 18-21/hr based on relevant experience.

About FedPoint

FedPoint creates and operates digital benefits marketplaces that make it easy for our millions of federal and military customers to understand, select, and use their benefits. A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH. To learn more, visit fedpointusa.com.

Why Join Us?

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn up to 7% of their salary, based on company performance. (Inquire about eligibility with our recruiter)
• Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.
  
  

All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.

FedPoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603) 433-4500. Equal Employment Opportunity (EEO) Poster Family and Medical Leave Act (FMLA) Poster Employee Polygraph Protection Act Poster