Client Support Specialist

The Client Support Specialist will be responsible for providing excellent customer service and communication, day to-day administration, service delivery of employee benefit plans, including reimbursement plans such as FSA, DCA, HRA, HSA, Parking, Transit and Lifestyle/Wellness. These duties must be performed in a timely manner consistent with our established performance standards and client specific performance guarantees as required.

Coordinates and administers assigned case load to ensure optimal client/customer satisfaction, making note of all plan provisions with attention to any special administrative requirements.

Performs all phases of administrative procedures in accordance with plan specifications, government regulations, and departmental procedures.

Key Responsibilities

• Performs all necessary IRS (Internal Revenue Service) non-discrimination tests.
• Assists clients and participants with understanding and interpretation of plan documentation such as original and amended plan text when applicable.
• Collaborates with the sales and new business teams to identify ways to improve the overall customer experience.
• Prepares various types of reports for clients as needed.
• Respond to all emails and voice mails within department standards, paying close attention to detail.
• Assist P&A Participant Support Center with related questions and issues as needed.
• Monitor, research and correct Administrative Reports for both the Employer and Plan participants as required per department policy.
• Ensure payroll files are received prior to the client pay date and on an as needed basis
• Investigate and resolve participant/client inquiries & problems timely; escalate as needed.
• Reconciles and monitors the posting of employer deposits, accounting for all changes, terminations, and new hires.
• Posts and records payments received by the employer on a timely basis.
• Performs operational/functional internal audits as required.
• Keep the department manager & supervisor fully informed on all problems or unusual matters of significance and escalate when necessary.