Who You Are

You have no issue with doing what needs to be done in troubleshooting, addressing, and escalating emerging issues. You’re successful in working independently to meet deadlines, and can also collaborate cross-functionally within the organization and with third-party vendors. You are a champion of analyzing, lateral thinking, and problem solving. 

As a Senior Associate on our Insurance Benefits team, you will be responsible for operational success and support for a number of different Benefit programs at Justworks.  You will also work closely with Benefit Operations Analysts and Product and Engineering teams to improve existing systems and help implement new Benefit offerings. You will also represent the BOH team as part of cross-functional working groups, as needed.

Your Success Profile

What You Will Work On

Day-to-Day Operational Responsibilities 

• Support the handling of escalated or complex cases involving the administration of benefits
• Support Associates in resolving issues, providing guidance toward a resolution
• Flag trends and bugs to the Team Lead, and Manager, partnering with both to understand the scope and impact of the issue
• Maintain vendor relationships by leading conference calls, setting agenda items, and corresponding with account managers
• Resolve complex benefit inquiries/issues generated by Customer Success and Sales teams within the agreed-upon service level agreements (SLAs)
• Flag SLA compliance issues and recurring themes with our partners
• Partner with internal and external stakeholders to resolve complex issues related to COBRA, ACA Filing, FSA, DCFSA, HSA, and Commuter benefits
• Identify and escalate issues impacting these benefits to your immediate team and Manager
• Build out and maintain internal benefit resources (help articles, training decks, process documentation, etc.)

Team Leadership Support & Process Improvement

• Create and update documentation on ongoing processes, product updates, and new projects
• Participate in internal and regulatory audits of vendors, products, and systems
• Assist Team Lead with new-hire training for new team members 
• Work closely with third-party partners to resolve escalated issues and raise up recurrent problems or system changes
• Act as backup to Team Lead on Partner calls including relaying weekly operational issues, feedback, and questions
• Work with internal teams and third party partner to track and administer all recurring processes in adherence with deadlines 
• Consistently evaluate current processes and create new policies and documentation surrounding plan maintenance and servicing guidelines

Cross-Functional Collaboration & Support  

• Represent the BOH team as part of cross-departmental working groups (i.e. renewals) and keep the team updated on key developments
• Partner with our Product, Engineering, and Legal teams to improve systems and resolve issues
• Lead feature requests and use-cases to improve backend functionality by working closely with Engineering stakeholders
• Perform other related responsibilities as needed based on department and/or organizational needs

How You Will Do Your Work

As a Senior Associate, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
• Ethical practice - the ability to integrate core values, integrity and accountability throughout all organizational and business practices.
• Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
• Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
• Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• Minimum of 3 years of work experience in a similar role 
• Advanced knowledge of Insurance, FSA/HSA, COBRA benefits required
• Experience working in a fast-paced, data-driven environment preferred
• Extremely detailed-oriented with great time management skills
• Strong analytical, written and verbal communication skills
• Experience working cross-functionally
• Ability to work both independently and as a team
• Ability to learn new technologies quickly
• Experience with vendor and/or partner management preferred
• Experience with Jira and Confluence or similar software preferred
• SQL knowledge preferred

The base wage range for this position based in our New York City Office is targeted at $68,000.00 to $74,800.00 per year.

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