Benefits Operations Specialist

hace 5 días

Mexico Canada Bogotá Bogota Colombia Multiplier Technologies A tiempo completo

Specialist - Benefits operations

Team: Benefits Support Location: Remote Reports to: Benefits Operations Team leader/mgr

About Us

We are a global HR and Employer of Record platform simplifying employee benefits delivery for distributed teams. Our platform integrates with insurers, wellness providers, and brokers to offer health, life, travel, and other benefits. The Benefits Support Team ensures all client and employee queries are resolved accurately and promptly—making benefits easy to understand and use.

Role Summary

As a Benefits Support Specialist, you will be the first line of support for clients and employees using our benefits platform. You will manage tickets and inquiries related to coverage details, claim submissions, policy status, document access, and platform usage. This is a customer-facing role that combines knowledge of insurance, empathy, and process fluency.

You should bring subject matter expertise in employee benefits and demonstrate the ability to interpret and comprehend master policy documents to resolve queries accurately and confidently.

Key Responsibilities Frontline Customer Support

  • Respond to client and employee queries on benefits coverage, enrollment status, claims process, and document access via email, chat, or support tools.

  • Educate users on how to use the platform to view benefits, add dependents, request top-ups, or download policy details.

  • Troubleshoot user-reported issues and coordinate with internal teams (Policy Ops, Product, Engineering) for resolution.

Case Management

  • Track support tickets using helpdesk tools (e.g., Zendesk).

  • Categorize, escalate, and follow up on tickets based on defined SLAs.

  • Maintain internal records of customer interactions, resolutions, and learnings.

Benefits Knowledge & Guidance

  • Offer guidance on available plans (health, life, travel, wellness), eligibility, and usage scenarios.

  • Understand high-level coverage differences across plans and countries.

  • Communicate claim timelines, exclusions, and key insurer processes.

  • Interpret master policy documents and explain relevant coverage terms and procedures to clients and employees.

Internal Collaboration

  • Coordinate with the Policy Operations team to verify enrollment or billing status before responding.

  • Share user feedback with Product and CX teams for ongoing improvements.

  • Help build and maintain internal knowledge bases and FAQs.

Requirements Qualifications

  • Bachelor's degree in HR, Insurance, Communications, or any customer-focused discipline.

  • 2–8 years of experience in customer support or insurance/HR service desk roles.

  • Past experience with a global insurance broker company would be a big plus.

Skills

  • Excellent written and verbal communication skills (English essential; regional languages a plus).

  • Strong customer empathy and professionalism in handling sensitive queries.

  • Working knowledge of group insurance terms, benefits structures, and policy documentation.

  • Proficiency with support tools like Zendesk, Intercom, or HubSpot Service.

  • Ability to work in shift rotations for global coverage, if required.

Bonus Points

  • Prior experience in an insurance TPA, HR SaaS company, or global EOR/PEO setup.

  • Familiarity with wellness benefits, EAPs, or mental health services.

  • Experience working in SLAs and ticket-based support environments.

Success in This Role Looks Like

  • High CSAT (Customer Satisfaction) and low re-open rate on tickets.

  • Adherence to first response and resolution SLAs.

  • Consistent documentation of learnings for team knowledge base.

  • Recognized as a dependable source of benefits knowledge and empathy.

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