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Senior Associate, Tier II Benefits Case Resolution

Strada
Tallahassee, USA
Full-time
Senior
Discovered 2 weeks ago
sharepoint

Full Job Posting

Key Responsibilities

  • Tier II Case Resolution
  • Process Tier II case and issue tickets accurately and within required timelines, including COBRA enrollments, appeals, escalations, and complex benefits inquiries.
  • Make outbound callbacks to customers as needed.
  • Meet service-level agreements (SLAs) and quality standards.
  • Subject Matter Expertise and Team Support
  • Serve as a subject matter expert for the Case Team.
  • Maintain advanced knowledge of benefits and HR services.
  • Provide CCRs with guidance and real-time support on complex cases.
  • Quality and Performance Support
  • Assist the Operations Supervisor with evaluations, audits, coaching, and training.
  • Required Qualifications
  • 18 months or more of back-office or call center experience preferred.
  • Strong time-management and problem-solving skills.
  • Proficiency with Microsoft Word, Excel, SharePoint, and Outlook.
  • Education
  • A bachelor’s degree or equivalent experience preferred.
  • At Strada, our values guide everything we do:
  • Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
  • Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
  • Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
  • Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
  • Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits

  • At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.
  • All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.
  • Our commitment to Diversity and Inclusion
  • Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.
  • Diversity Policy Statement
  • Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.
  • Authorization to work in the Employing Country
  • To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.
  • Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers
  • We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
  • Salary Pay Range
  • Minimum - Maximum:
  • $33,040.00 - $61,360.00
  • Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.
  • DISCLAIMER:
  • Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.
  • Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.

Qualifications

  • Strong time-management and problem-solving skills.
  • Proficiency with Microsoft Word, Excel, SharePoint, and Outlook.
  • Education
  • Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
  • Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
  • Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
  • Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
  • Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Preferred Qualifications

  • 18 months or more of back-office or call center experience preferred.
  • A bachelor’s degree or equivalent experience preferred.

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