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Melita Group · 10 hours ago

Employee Support Advocate

United States

Full-time

Remote

Mid Level

$50K/yr - $70K/yr

4+ years exp

Melita Group is an HR, Benefits, and Payroll Outsourcing company that focuses on building lasting relationships with small and mid-sized employers. The Employee Support Advocate plays a critical role in the Client Services team, serving as the first point of contact for employee inquiries related to Benefits, HR, and Payroll, while ensuring high service-delivery standards.

Human Resources

Growth Opportunities

Responsibilities

Provide expert timely, accurate and friendly assistance to employees of our clients via phone and email regarding employee benefits, claim issues, routine HR and Payroll administration questions, and navigating our employee self-service technology

Manage lengthy, sometimes complex Benefits inquiries from start to finish, while also keeping employees informed on status

Effectively utilize our advanced internal and external cloud-based software systems to support our clients and track work activities, including extensive use of SalesForce.com for our internal client management as well as a robust HR technology platform utilized by our clients

Adhere to customer satisfaction survey criteria, with an emphasis on proactive customer service, time management and effective communications

Manage individual case allocation, adhering to Melita’s SLA client agreement

Work closely with People Operations and Benefits Specialist Team during Open Enrollment Periods to communicate client updates internally

Qualification

Employee BenefitsSalesforceHRIS ApplicationsCustomer ServiceTime ManagementOrganizational SkillsMicrosoft SuiteAttention to DetailCommunication SkillsTeam Collaboration

Required

4+ years of experience in a similar role, with a strong emphasis on employee benefits

Ability to learn the nuances of each client's benefit offerings

Foundational knowledge required to work effectively with insurance carriers, client contacts, and employees

Strong sense of urgency

Excellent time-management and organizational skills

Exceptional attention to detail

Manage lengthy, sometimes complex Benefits inquiries from start to finish, while also keeping employees informed on status

Effectively utilize advanced internal and external cloud-based software systems to support clients and track work activities, including extensive use of SalesForce.com for internal client management as well as a robust HR technology platform utilized by clients

Adhere to customer satisfaction survey criteria, with an emphasis on proactive customer service, time management and effective communications

Manage individual case allocation, adhering to Melita's SLA client agreement

Work closely with People Operations and Benefits Specialist Team during Open Enrollment Periods to communicate client updates internally