About ThrivePass
We empower our clients, and their employees, to thrive through the personalization of employee benefits and data-driven insights. ThrivePass' purpose is to partner with organizations to create personalized and meaningful employee experiences.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
About The Role
The Account Specialist is integral to our customer support team, working directly with our clients. This role collaborates with the relationship management team to ensure high client retention and satisfaction. Account Specialists assist with day-to-day client interactions that support both the client and the relationship managers. Account specialists are assigned a book of business and are also responsible for a shared general que for email and phone support. This role reports to the supervisor of operations for the Lifestyle and Tuition Benefits.
Responsibilities
- Consistently hit quarterly Big 3 goals while embodying our CARE values
- Clearly articulate and communicate with internal and external stakeholders
- Provide stellar customer service in every interaction
- Be a product specific expert to provide education and training where needed
- In collaboration with the Relationship and/or Account Manager, maintain a thorough understanding of key client needs and requirements
- Provide on-going assistance to internal team members when needed
- Be a direct day-to-day point assigned clients and general queue, providing issue management, pro-active follow-up and client support via email and phone. All in line with ThrivePass SLAs and KPIs
- Understand client intricacies and complete unique processes required on a client-by-client basis
- Own post-implementation administration system maintenance including renewals, termination and mid-year adjustments for assigned clients
- Assist the Relationship/Account Management team with the renewal process and other duties as required
- Process assigned clients end of month processing in line with ThrivePass SLAs and KPIs
- Maintain and audit administration system settings to ensure appropriate plan administration in accordance with plan documents
- Process assigned clients manual import and file processing in line with ThrivePass SLAs and KPIs
- Process assigned client file processing error in line with ThrivePass SLAs and KPIs
- Provide necessary and requested reporting and data requests from client in accordance with ThrivePass’ established standards
- Provide feedback to the Relationship Manager and operational leadership on trends and opportunities within the assigned book of business and the broader client base
- Be able to provide backup support to our member services team during high volume by answering overflow calls, working support tickets, or processing claims
Requirements
- 1-3 years experience in Customer Support or a similar role
- Demonstrated understanding of how to deliver high-quality customer service
- Knowledge in employee benefits is recommended
- Working knowledge of Microsoft Word and Excel
- Ability to understand how to utilize technology
- Ability to identify and provide solutions for client needs
- Quick learner and detailed oriented
- Strong communication skills, complemented by both excellent verbal and written communication customer-centric with a strong desire to help people; highly empathetic
- Positive attitude
- Takes initiative to uncover/develop solutions before escalating issues
- Ability to take on new projects and easily transition between tasks
- Team player who is receptive to coaching and adaptive to change
- Desire to excel and grow each day
- Ability to work in a remote environment
Salary Offered
$40,000-$49,000/annually
Benefits Offered
- Health, Dental, and Vision Insurance
- Life and AD&D Insurance
- Short-and long-term disability insurance
- Maternity and Paternity Leave
- 401K with employer match
- 5-and 10-year sabbatical program
- Employee Assistance Program (EAP)
- Voluntary Benefits
- Monthly Employer Contributions to Employee ThrivePass Account
- Annual Learning and Development Funds
- Generous Paid Time Off (PTO) Policy
Additional Information
ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.
