What are the responsibilities and job description for the ONBOARDING SPECIALIST position at Fringe Benefit Group?
As an Onboarding Specialist, you will be responsible for facilitating a smooth and efficient transition to our health benefits platform. Your primary responsibility will be to guide clients through the onboarding process, advocate for their needs to achieve their specific goals while providing an exceptional customer experience. The ideal candidate will have a strong understanding of employee benefits programs and a passion for delivering exceptional service.
Key Responsibilities:
- Client Engagement: Act as the primary point of contact for new clients, addressing their inquiries and providing guidance throughout the onboarding process.
- Onboarding Process Management: Track implementation progress and provide stakeholder reporting. Customize the onboarding plan to the specific needs of each client, ensuring they successfully integrate our services.
- Collaboration: Work closely with sales, product, IT and customer service teams to facilitate a smooth onboarding experience and ensure alignment on client and company goals.
- Problem Solving: Proactively identify and resolve any issues or challenges that arise during the onboarding phase to improve client satisfaction.
- Documentation: Maintain accurate records of client interactions, onboarding progress, and training materials to ensure consistency and effectiveness in the onboarding process.
- Performance Metrics: Monitor client engagement metrics to assess the success of onboarding activities and recommend enhancements as needed.
How will you demonstrate our values and positively impact our business?
DELIVER SERVICE
- Take pride in delivering exceptional service to both internal and external clients.
- Identify and implement best practices to enhance similar situations when opportunities for improvement arise.
- Regularly update project status to keep all stakeholders informed.
- Proactively identify underperforming projects and provide strategic recommendations to redirect and improve their trajectory.
- Closely monitor project progress, analyze key performance indicators, and implement corrective actions to ensure successful outcomes.
- Treat all clients with the utmost respect and professionalism.
ESPRIT DE CORPS
- Develop and sustain professional relationships with internal and external business partners by communicating well.
- Collaborating with other departments to appropriately understand the needs and desires of the client to set up the group in the best way possible within our system.
- Provide quality assurance for the Technical team’s work so that other departments can depend on our accuracy.
- Provide direction to internal departments regarding system and process changes.
- Complete programming on the date requested and provide status updates in advance of the deadline.
BRING GUSTO
- Communicate openly and enthusiastically to provide ongoing status updates for each implementation and programming request.
- Proactively develop innovative project management tools and templates that will greatly benefit our clients and internal staff.
- Create custom programming and error reporting solutions to significantly enhance data accuracy and efficiency.
- Design flexible and dynamic programming that can seamlessly accommodate custom client setups.
BE EXPERTS
- Master our system, products, and processes to apply the appropriate setup that meets client needs, provides guidance, and executes solutions for unique and special requests.
- Demonstrate expert-level knowledge by articulating various system settings and programming capabilities to address specific requirements.
- Provide expert support for feedback on client test files.
- Continuously learn our system and programming methods, bringing fresh perspectives to enhance processes.
OWN IT
- Take charge of your growth by mastering our proprietary system to apply and communicate the best solutions.
- Document proven solutions in FBG’s standard operating procedures and templates, ensuring consistency and reliability.
- Review and implement necessary programming updates for annual renewals with diligence.
- Respond to escalated issues and system corrections with clear, timely, and confident communications.
Specific Knowledge, Skills, and Abilities
- Proficiency in project management tools and methodologies.
- Experience in testing and performing data analytics.
- Ability to manage multiple projects simultaneously and meet deadlines.
- Strong organizational, project, and time management skills, with keen attention to detail.
- Exceptional verbal and written communication skills for effective interaction with clients, carriers, and internal staff.
- Ability to translate business requirements into technical specifications for IT and programmers.
- Knowledge of data integration methods and report writing.
Education and Experience
- Bachelor’s degree preferred, or equivalent experience
- Minimum of five years of experience in the health insurance field
Additional details
- Business Travel: Travel is less than 10% and limited to visiting other FBG offices
- Physical Requirements: Ability to lift 25 pounds and to sit at a computer for extended periods
- Job Type: Full-time
- Location: Hybrid - remote and in-office. 1 to 2 days a week must be completed in the Austin office.
Fringe Benefit Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.