Transition Support Services Specialist - Offboarding

Transition Support Services Specialist, Offboarding

Job Summary:

As a Transition Support Service Specialist, you will serve a crucial role in supporting new, upgrading, transitioning, and offboarding customers throughout these transitional moments in their customer lifecycle with TriNet HR Platform. This role is specifically responsible for intake and routing of customer offboarding cases, determining offboarding timelines, and deactivating products in accordance with those timelines. This position partners closely with the Subscriptions and CRM functions to ensure a high-quality offboarding experience for TriNet HR Platform customers.

Essential Duties/Responsibilities:

 Account Data Review: performing intake of offboarding cases, determining which products need to be

offboarded, creating and routing product-specific cancellation cases to relevant teams.

 Confirming and entering follow up and cancellation dates into relevant fields and systems to trigger downstream

automated product cancellations.

 Flagging any unique or complicated situations to leadership; working with leadership to determine and

implement the appropriate solutions.

 Testing: participating in testing of new processes and utilization of new tools to improve efficiency and reduce

errors

 Quality Assurance: performing quality checks on data entered by other members of the team for accuracy and consistency. Providing feedback to those team members and working with them to resolve and prevent additional errors. This role may be pulled in on other Transition Support Services quality assurance initiatives non-specific to Benefits Implementation as bandwidth allows/the business requires.

 Documentation: maintaining detailed documentation of all processes and procedures; keeping records of issues

and challenges encountered and corresponding resolution steps

 Collaboration: collaborating with Subscriptions, CRM, and other internal customer-facing teams to ensure

seamless transition and system deactivation for a stellar customer experience

 Continuous Improvement: staying up to date with industry trends and changes, new technologies related to

data integration management; identifying opportunities for process improvement, efficiency enhancement, and

your own professional development.

 Executing on other business-critical departmental objectives as directed by leadership.

Qualifications:

 Education: Bachelor’s Degree or equivalent experience preferred

 Work Experience: 2-4 years working in a related position/industry.

Knowledge, Skills, & Abilities:

 Technical expertise including knowledge of system implementation methodologies, database management, data migration, system configuration, integrations, and reporting capabilities.

 Excellent communication skills to effectively communicate project updates, address concerns, manage expectations, and provide training and support to relevant stakeholders.

 Problem-solving and troubleshooting including analyzing problems and technical issues, proposing solutions, and providing recommendations on the most optimal solutions to implement.

 Attention to detail; analytical thinking.