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Customer Support Specialist, Flex Benefits (remote/hybrid)

Company: NFP
Location: San Jose
Posted on: May 15, 2022

Job Description:

Who We Are We---re NFP, a five-time Best Places to Work award winner in Business Insurance for 2017, 2018, 2019, 2020 and 2021. We are also recognized as an Elite 2018 Agency award winner named as a Top Employee Benefits Firm. We are a leading Insurance Broker and Consultant that provides Employee Benefits, Property & Casualty, and Retirement and Individual Private Client solutions to help our clients reach and realize their goals because we believe business is personal. Our personal commitment to our team and our clients have created long-lasting and successful relationships across our growing 300 nationwide offices and 17 international locations. To learn more, please visit: https://www.nfp.com. The Division within NFP American Benefits Group (ABG) is one of the nation---s leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. Over the course of the past 25 years we have grown considerably and we are looking to grow our team even further. We are transforming the benefits administration industry with empowering technology and a world class customer service experience. Come join us and be a part of a team of outstanding individuals working towards building benefit solutions and creating great futures. We---re proud to be on the leading edge of our industry today, and as we move into the future of Consumer Directed Health Care. Our core mission is to deliver our empowering technology solutions and exceptional service while building strong long term relationships with our clients, brokers, consultants and participants. Position Summary/Objective - Customer Support Specialist The Customer Support Specialist supports and serves participants, clients, and brokers with their pre-tax flex benefit needs. This person will help to administer flexible spending accounts (FSA---s), health reimbursement arrangements (HRA---s), health savings accounts (HSA---s) and commuter benefits. This position is perfect for you if you have the required flex benefits experience and you thrive to help others understand and access said benefits. We---re looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful. This is a full-time position, ideally working on-site and hybrid from our North Hampton, MA office. We also offer the flexibility for experienced candidates, with flex-benefits administration, to work remotely from any US Office and on a 8:30-5:30pm EST schedule. In order to work remotely, you must maintain a confidential work space and high-speed internet access. Essential Functions/Duties/Responsibilities Field incoming emails and phone calls with courteousness, professionalism, and accuracy Provide first-tier technical support (password resets, website help etc.) as well as assist participants with account management questions Provide excellent customer service with an ability to be knowledgeable, patient, compassionate and resourceful Evaluate, troubleshoot, and follow-up on participant and client issues while documenting all interactions and expediting issues to appropriate team members when necessary Process daily transactions and changes promptly and accurately Work with the new customer on-boarding team to balance the work flow Answer and return all inquiries in a timely manner Understand and apply all confidentiality guidelines Continually gain knowledge of relative compliance topics and better understanding of our products, services, systems and processes; their features and functionality Generate customer satisfaction and build long term relationships Desired Skills Experience with Alegeus or similar software for benefits administration Proficiency in Microsoft Office products Strong analytical and mathematical and technical skills Excellent written communication skills - writes clearly; edits work for spelling and grammar; varies writing style to meet needs; presents numeric data effectively; able to read and interpret written information Excellent interpersonal skills communication skills. Ability to handle situations in a calm, courteous and professional and ethical manner Attention to detail and follow-through; maintains a sense of urgency while being flexible to changing needs and priorities Ability to work independently while making decisions utilizing sound judgment Must be able to cope in fast-paced, demanding environment managing sensitive, confidential issues Must be able to handle call volume and administrator/operations functions Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule; have solid research and follow-up skills Qualifications And Experience Knowledge of flex benefits administration required Associates Degree or equivalent experience preferred. HS Diploma or GED required 2 years of related experience and using a SaaS web-based application required 2 years in an Customer Support/Account Management-type role preferred Track record as an enthusiastic team player with proven ability to prioritize and multi-task A passion to make customers and coworkers feel important and valued Proficient PC Skills (Microsoft Office, Excel, Outlook) Preferred Skills - Not a Requirement Bilingual, Spanish What We Offer NFP is proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. NFP and You Better. Together. NFP is an inclusive Equal Employment Opportunity employer. refid: nfphf2022-1

Keywords: NFP, San Jose , Customer Support Specialist, Flex Benefits (remote/hybrid), Other , San Jose, California

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