Xerox Benefits Admin Specialist in Cary, North Carolina
Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.
Full Time Permanent BENEFITS ADMINISTRATIONSPECIALIST
Do you enjoy helping others? We want to hearfrom you!
Currently, we are seeking excellent Benefits AdministrationSpecialist to join our team at 1200Crescent Green, Suite 200, Cary, NC 27511 . The Benefits Administration Specialist serves as functional expert providing a single, dedicated point of contact and owner for benefits processing for beneficiaries and survivors. The Specialist has an in-depth knowledge of client concepts in HW and DB, applying comprehensive knowledge of concepts and practices in daily death processing practices. He / She are a dedicated case manager who counsels beneficiaries and survivors on the death process and benefits available to them. Specific tasks are outlined below:
- Shifts will be scheduled during our normal business operating hoursanytime between 8:00 AM – 8:00 PM Monday – Friday (No Weekends). Applicants must have open availability towork any hours scheduled during operating hours!
As a Benefits Admin Specialist working in a call center environment, you will be working to support customers with their medical benefits accounts.
Your responsibilities will include, but are not limited to the following:
Must have at least 4-5 year of Call Center experience. Out bound calls,special projects.
Working Knowledge of Customer Service, Call Center, HR, Benefits, Health& Welfare Benefits.
Using a computerized system, responds to customer inquiries in a ServiceCenter environment.
Gathers information, researches/resolves inquiries and logs customercalls.
Communicates appropriate options for resolution in a timely manner.
Prepares standard reports to track workload, response time and qualityof input.
Assists in planning and implementing department goals and makesrecommendations to management to improve efficiency and effectiveness.
Responds to telephone inquiries and complaints using standard scriptsand procedures.
Informs customers about services available and assesses customer needs.
Provides functional guidance, training and assistance to lower levelstaff.
Provides assistance, training and troubleshooting support to lower levelstaff.
Schedules work to ensures accurate phone coverage monitors priority ofcalls and shifts escalated calls to assure resolution to problems.
Use “Click-to-Chat Writer” to communicate effectively and professionallyto clients about their benefits.
MS Excel, MS Outlook, MS Word (advanced), SQL, PASS and MSAccess-Preferred.
Must be comfortable being able to multitask and solve customer problemsin addition to type 25 WPM.
Preferred experience with Health & Welfare Benefits and 401Kpensions.
Must have at least a High School Diploma or GED but PREFER BA/BS degree
Previous experience with PeopleSoft preferred.
Payroll/HR experience is preferred. Workday Experience would be a plusas well.
Previous experience with Business writing is preferred.
Obtains and coordinates all required researchand documentation pertaining to a death utilizing Case Management System(CMS)
Identify all eligible beneficiaries fordetermined death benefits
Processes and coordinates H&W and planbenefits (from end-to-end) pertaining to a death including death events,death enrollments and life insurance benefits. Acts as a liaison to allthird party medical and life insurance vendors
Administers life insurance claims for up tofive Carriers. Coordinatespayment(s) with third party life insurance vendors
Obtains all required documentation pertainingto pension benefits and coordinates payment(s) with DB and the Researchanalysts
Obtains and tracks Pension overpaymentsrelated to a death utilizing CMS
Perform mini calculation (simple calculations)when applicable
Handles in bound calls from beneficiaries andsurvivors. Manages voicemail inbox and places out-bound calls as required
Creates or generates all correspondence withsurvivors and/or clients related to a death case which would include (butnot limited to) condolence cards, Beneficiary Summaries/Kits, reminderletters, life insurance claims and notices of filed claims
Interacts on a daily basis with the HW and DBOperations departments, client HR personnel, and client service providersas well as other areas within ACS
Adheres to client service level agreementsincluding quality benchmarks
Perform peer review of created correspondenceas needed
Keeps Team Manager informed of client orprocess issues that may exist
Assist on client inquiries and escalations
Research and resolve PASS (Participant AccountServicing System) issues
Identifies and communicates processimprovements that will enhance the services within BST
Support projects as well as processimprovements
Support internal and external audits
Follow standard call strategy and methodology
Answer and respond to incoming calls fromemployees and former employees with questions about their retirementbenefits, and other benefits, payroll and possibly learning center.
Provide information and resolve any issuespertaining to these calls in a timely, courteous and professional manner.
Perform, track and log all transactionsperformed related to Human Resources and/or Benefits processes.
Follow up on outstanding issues to ensureresolution, keep the customer informed on the status of research, closeout case when complete.
Notify Technical Analyst and Team Manager ofpotential or recurring problems regarding issues and provide mitigationsuggestions.
Understand, apply and communicate conceptualelements of Benefits and/or Human Resources rules, regulations and helpother team members as requested.
Handle confidential information with sensitivityand discretion in accordance with Data Privacy requirements.
Adhere to scheduled phone time during shiftand remain flexible to support unanticipated events that drive volume.
Flexibility to support peak volume events.
Strong organization skills are critical due tothe multiple tasks associated with the role on a daily basis.
Must be able to manage all the tasksassociated with a individual caseload of 150-200 cases on a dailybasis. This includes incoming and outbound phone calls, addition tocase research, client escalations, pension and life insurance processing,case follow up, and other administrative duties as necessary.
Ability to work independently with minimumsupervision.
Needs to be able to work efficiently within an8 hour schedule. Overtime is only to be used as an exception.
Strong sensitivity and empathetic soft skillsare required being that the role is a Case Specialist within theBeneficiary Support Team. All cases are the result of the death ofan employee, retiree, or a dependent spouse/child. Therefore theindividual must be able to remain professional yet compassionate at alltimes.
If thisdescribes you, then apply online today!
Xerox Business Services, LLC is an Equal Opportunity Employer andconsiders applicants for all positions without regard to race, color, creed,religion, ancestry, national origin, age, gender identity, sex, marital status,sexual orientation, physical or mental disability, use of a guide dog orservice animal, military/veteran status, citizenship status, basis of geneticinformation, or any other group protected by Federal or State law or localordinance. People with disabilities who need a reasonable accommodation toapply or compete for employment with Xerox Business Services, LLC may requestsuch accommodation(s) by sending an e-mail to firstname.lastname@example.org .
Title: Benefits Admin Specialist
Location: North Carolina-Cary
Requisition ID: 16026462
Virtual/work from home? No