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The Specialist - Benefits acts as a resource performing a variety of routine and complex administrative functions supporting the North American Pharma and Diagnostics HR SSC BenAdmin team. Provide clear, concise, timely, and accurate benefits information to both internal and external customers. Resolve employee escalations through research and consultation with individual benefit plan vendors. Takes full accountability to manage the data, system, and process for their area of expertise in order to ensure its integrity and ability to provide accurate and timely delivery of information and/or transactions. Provide excellent customer service to all customers including responses to inquiries regarding benefit programs and processes. Embraces our “higher standard” where respecting and protecting employee privacy is concerned: in all cases, limits access and use of information to the legitimate business task at hand; and uses discretion whenever handling employee information.
Knows, applies, and provides expertise in benefits administration. Work is varied and somewhat complex in nature requiring evaluation, ingenuity and analytical capabilities. This position requires a significant customer service orientation and familiarity in benefits administration. Interface with internal customers, vendors, and other HR SSC departments on a regular basis.
Performs transactions and processes requiring evaluation and interpretation based on benefits expertise
Provides excellent, proactive customer service taking full accountability for resolution even when solution is outside area of expertise. Provide appropriate answers, expert advice and/or actions for routine and complex issues regarding a wide variety of benefit related topics.
Conducts audits to ensure high level of data integrity and compliance. Reviews audit issues and provides solutions.
Researches issues within area of specialization; reviews and analyzes trends and issues and implements process improvements.
Ensures individual and team objectives are met by ensuring deep understanding of KPIs
Updates process documentation to ensure accurate information is provided to customers.
Bachelor’s degree and 2+ years related benefits experience preferred.
Outstanding customer service and interpersonal skills
Demonstrated ability to work collaboratively in a team structure
Excellent problem solving/analytical abilities to independently resolve a variety of routine and complex issues
Excellent organizational skills, ability to multi-task with attention to detail
Ability to identify, drive, and/or participate in implementing process improvement activities
Ability to work in a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment
Excellent follow-up skills
Excellent verbal and written communication skills
Proficient with navigation of various online tools and technology, and use of MS Word & Excel
High level of discretion with confidential material
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