Call Center Liaison

Since 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver’s unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.

The Call Center Liaison is responsible for supporting the Call Center leadership team and Benefits Administration operations team with client implementations and open enrollment strategies and executions. This includes working collaboratively between both operations to ensure that all implementations and open enrollments are completed on time and meet the expectations of each individual client. The Call Center Liaison will also develop, update and deliver detailed materials to be utilized by the Call Center staff as well as the Benefits Administration client teams. This also includes assisting in formal training sessions for new and existing Call Center staff as needed.

The Gig:

• Partner with the Call Center Liaison team in coordinating with the Benefits Administration client teams to ensure all of the clients’ plan design information is maintained and up to date in the various technology systems.
• Collaborate across departments to understand complexities within client benefit plan designs, requirements and process to ensure accuracy amongst Call Center staff.
• Develop and enhance call flow materials, such as reference guides, forms and intranet materials.
• Assist in organizing and developing Implementation and Open Enrollment Training Materials, including benefit plan design details as well as company culture information to understand the appropriate customer base.
• Partner with the Call Center Liaison Lead & Trainer by gathering client specific information to interpret and develop training materials to deliver a successful training.
• Coordinate Open Enrollment specific activities, such as organizing Benefit Analyst training support, preparing necessary equipment and materials for trainings, and scheduling client training sessions for all Call Center staff to attend.
• Assist the Call Center Liaison team in managing client implementation and open enrollment dates and maintain the client dashboard to ensure expectations are met.
• Gather requirements from the Benefit Administration Team to coordinate system testing needed for proper execution from the Call Center staff.
• Assist in driving changes and process improvements within the Benefits Administration and Call Center operations by identifying enhanced processes and best practices.
• Analyze Call Center metrics and provide reporting to leadership team members.
• Work with Benefit Analysts and Technical Analysts on client inbox creation and management.
• Perform other duties or special projects as assigned.

What You Need to Make the Cut:

• Bachelor’s degree or equivalent experience in call center or call center training preferred.
• Minimum 1 year of formal call center customer service experience required.
• Experience analyzing and reporting on metrics utilizing Excel, Access and/or SQL.
• Experience within a Health and Welfare consulting, benefits brokerage, human resources consulting, health care, or employee benefits related industry is highly preferred.
• Strong organizational, analytical skills and strong attention to detail.
• Logical problem solver with excellent follow through and detail orientation skills.
• Ability to work well independently and as a team member.
• Ability to multitask and successfully operate in a fast-paced work environment.
• Solid interpersonal, verbal and written communication skills.
• Ability to prioritize projects and meet deadlines.
• Ability to successfully execute tasks while adhering to quality standards.
• Advanced computer user skills, including keyboard skills and electronic folder/file organization and management.
• Knowledge of Microsoft Office Suite, including MS Word (basic to intermediate), Excel (basic to intermediate) and Access (basic).
• Aptitude for learning internal systems, applications and internal workflow of the department.
• Must be able to effectively interact and deal with people at all levels inside and outside of the Company.

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Other Compensation: If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/ 

The Businessolver Way…

Our team has spent two decades crafting a culture that challenges each employee to perform at the top of their game – and have fun doing it! If you desire to use your skills and experience in an environment where you can make a difference, we want to hear from you!

Businessolver is committed to maintaining an environment that protects client data. We train our employees to maintain leading class security practices and expect all employees to adhere to policy, procedures and controls.

(Applicable to all roles at an AVP, DIR, VP, Head Of or SVP and above level):

Serve as a security contact for the business unit. Responsible for driving adoption and compliance with information security and privacy practices. Serve as a liaison with the information security team on security and privacy matters.

Equal Opportunity at Businessolver:

Businessolver is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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