BENEFITS SPECIALIST
Nairobi
• Kenya
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Customer Care Officer
Nairobi
• Kenya
Companies hiring now
Equity Afia, Jalaram Medical Services, Oasis Outsourcing, Pigeon Baby Lab Kenya Ltd, Tenwek HospitalProfession (Health care, medical)
Industry (Customer support, client care)
Seniority (Customer support, client care, Health care, medical)
© Fuzu Ltd
Health care + 1 more
Description
About the Role
The Benefits Specialist provides essential daily support to clients and employees via emails and phone calls. Coordinate daily benefits administrative processing such as qualifying life events, eligibility questions, ID card requests, coverage confirmations, and disability forms. Receive on-call inquiries related to benefit billing/employee payroll deductions, Cobra & retirement. Additionally, benefit-related project assistance, database maintenance, and assistance during Open Enrollment will be required. Provide support to the team, following instructions from the supervisor and adhering to operational metrics and SLA (Service Level Agreements).
- Intermediate proficiency in Office tools. System knowledge (Client Space, Prism HR, among others). Costumer service skills.
- Organizational Skills, Teamwork, Frustration tolerance, Meticulous, Willingness to learn, Flexibility, Proactivity.
- Advance English Level
Desirable:
- Academic Background
Professional degree related to Business administrative, Human Resources or related.
- Experience
- 3 to 5 years of professional experience.
- Suggested: 2 years of experience in Benefits Administration.
- 2 to 5 years of experience in customer service /Client facing roles or administrative assistance.
Responsibilities
- Provide daily support for the Benefits Administration team by actively monitoring and responding to employee inquiries via the department’s Zoom phone queue.
- Prepare Open Enrollment (OE) workbooks and support the execution of all OE tasks and responsibilities as assigned.
- Respond to employee benefit-related questions and concerns via email, cases, or task management systems.
- Process life insurance, Short-Term Disability (STD), and Long-Term Disability (LTD) claims, and assist with claims resolution, plan changes, and enrollment updates with benefit carriers.
- Ensure all employee benefit enrollments and payroll deductions are entered accurately and in a timely manner.
- Set up and maintain employee deductions and employer contributions within the payroll system to align with benefit elections. Resolve urgent payroll deduction discrepancies.
- Accurately process qualifying life events (QLEs) in accordance with plan guidelines and company policy.
- Perform audits of employee benefit deductions; calculate arrears for missed deductions as needed.
- Communicate directly with insurance carriers to resolve plan-specific questions and support issue resolution.
- Process manual benefit enrollments, updates, and terminations directly with carriers when necessary.
- Support clients with benefit administration processes, offering guidance and assistance to ensure smooth operations.
- Generate reports from Prism and respond to payroll or benefit-related audit requests.
- Handle system updates, benefit enrollments, changes, and terminations.
- Access carrier portals for manual changes, updates, enrollment confirmations, and ID card requests.
- General knowledge in other benefits departments, Billing, Reconciliation, COBRA, and Retirement.
- Adhere to KPIs and other operational metrics required in the benefits department.
- Participate in special projects assigned by leadership in support of the Benefits Administration function.
- Assist employees in resolving unpaid claims or issues related to master benefit plans
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