Who You Are

You have no issue with doing what needs to be done in troubleshooting, addressing, and escalating emerging issues. You’re successful in working independently to meet deadlines, and can also collaborate cross-functionally within the organization and with third-party vendors. You are a champion of analyzing, lateral thinking, and problem solving.

As an Associate on our Ancillary Benefits team, you will be responsible for operational success and support for a number of different Benefit programs at Justworks. You will also work closely with Benefit Operations Analysts and Product and Engineering teams to improve existing systems and help implement new Benefit offerings. You will also represent the BOH team as part of cross-functional working groups, as needed.

Your Success Profile

What You Will Work On

Day-to-Day Operational Responsibilities

• Perform day-to-day operations for FSA, DCFSA, HSA, COBRA, and ACA products including but not limited to:
• Triage incoming issues/inquiries and escalate accordingly
• Assist in resolution of benefit inquiries/issues within the agreed upon service level agreements (SLAs) with external and internal partners including:
• Manage charging employers monthly to comply with agreements like Cobra Nomads / COBRA Severance.
• Assist senior team members in building out internal benefit resources (help articles, training decks, etc.)
• Develop creative solutions for new issues with assistance from supervisors using available resources and systems

Cross-Functional Collaboration & Support

• Work with third party vendors to resolve specific member inquiries on enrollment, eligibility issues, and troubleshooting EDI File feed issues.
• Partner with our Customer Service Organization, Product Support Specialists, and Legal teams to improve systems and resolve issues
• Performs other related duties as assigned

How You Will Do Your Work

As an Associate, how results are achieved is paramount for your success and ultimately results in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.
• Ethical practice - the ability to integrate core values, integrity and accountability throughout all organizational and business practices.
• Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
• Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.
• Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• Minimum of 2 years of work experience in a similar role (operations, onboarding role, or customer service related field preferred)
• Knowledge of Excel or equivalent
• Ability to work as part of a team
• Process-driven and technologically savvy
• Strong written and verbal communication skills
• Experience breaking down complex concepts to core details
• Experience working in a fast-paced, data-driven environment
• AI or SQL knowledge
• Knowledge of Employer Sponsored Benefit Plans required
• Knowledge of insurance operations preferred

The base wage range for this position based in our New York City Office is targeted at $29.81 to $35.10 per hour.

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