Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide.

Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen.

We’ve earned recognition time and again as a top place to work—named among the best by respected organizations like Glassdoor and U.S. News & World Report. We’re also proud to be recognized for one of the country’s Top 50 Midsize Early Talent Programs through RippleMatch’s Campus Forward Awards. There’s never been a better time to be part of Insperity, and our best work is still ahead. Learn more at Insperity.com.

Why Insperity?

Flexibility: Over 80% of Insperity’s jobs have flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community.

Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.

Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work.

SUMMARY

Responsible for creating a “WOW” experience when leading interactions with external and internal customers by consistently exceeding expectations.  Under minimal supervision, uses extensive knowledge of Insperity Benefit Plans to assist and educate clients and service team members on benefit plans. Researches and resolves escalated, complex benefit issues for resolution.  Reviews, makes contact with client or worksite employee, and completes benefit enrollment forms.  Acts as a liaison with corporate Benefit Administration, Contact Center Benefit Representatives, Manager of Health and Welfare Products, health product vendors and the Service Region.  Utilizes extensive knowledge of Insperity Benefits Plans to assist with client prospect meetings.  Delivers medical re-orientations and participates in transition process for new clients.  Travels moderately, often with minimal notice, to accommodate the needs of the client, by several modes of transportation.  Supports orientation during fall campaign as needed.  Identifies and participates in the process to recommend and implement improvements that result in improved efficiency and effectiveness. Makes decisions, guided by policy, procedure and objectiveness with company-wide impact. Maintains flexibility in schedule to accommodate clients’ needs.     

RESPONSIBILITIES

Benefits

• Supports ERISA and HIPAA compliance issues internally and externally.

• Analyzes benefit information supplied by clients and worksite employees.

• Responds to benefit related issues and needs accurately and in a timely manner.

• Interprets benefits and related policies and guidelines accurately for service operations and clients.

• Reviews reports and documents that impact benefit coverage; share relevant updates with team members and clients.

• Maintains knowledge in federal, state and local benefit administration laws, regulations and best practices.

• Supports transition of MidMarket clients as needed.

• Identifies benefit service solutions through partnering with team members in service operations.

• Participates in prospective client meetings to provide overview of benefit plan options.

• Delivers medical re-orientations for existing clients and support the transition of new clients.

• Supports the Contact Center in resolving escalated benefit issues.

• Supports Data Entry Representatives in training on new benefits related data entry guidelines and contact clients regarding incomplete benefit enrollment/change documents.

• Ensures the database reflects changes to meet business requirements of Insperity.

• Conducts on-the-job training for new Benefits Representatives as required.

• Provides backup support to team members as required.

• Supports process and audit efforts to ensure integrity and accountability for Sarbanes-Oxley and HIPAA compliance.

Communication

• Provides customer-focused interaction with clients via phone, email and in person.

• Communicates accurate information to internal teammates and external clients; ensure understanding by recipient.

• Exercises continual, timely communication to teammates, Manager, Orientation, Payroll and Service Team Members on the status of relationship with client.

• Facilitates benefit presentations to worksite employees either in person or by phone conference as required.

• Acts as backup support for Orientation Representatives during fall campaign for client and/or employee meetings as needed.

• Alerts appropriate internal departments with information pertinent to the maintenance of the client relationship.

• Acts as liaison between corporate Benefits Administration, Contact Center Benefit Representatives, Service Team members, health product vendors and Sales Representatives.

• Researches and formulates responses to complex benefit issues that impact the client relationship.

QUALIFICATIONS

• High school diploma or equivalent is required.  Bachelor’s Degree in related field is preferred.

• Four to six years of experience in related field is preferred.

• CEBS certification preferred.

• Proficient in benefits administration and practices resulting in accurate compliance with benefit laws and regulations for Insperity and the client.

• Ability to serve customers in a team environment.

• Presents benefit related information clearly, concisely and professionally in a manner tailored to the audience.

• Ability to interact with multiple internal and external business units.

• Effective written and verbal communication skills.

• Ability to handle multiple tasks and activities in an efficient and timely manner.

• Demonstrated ability to consistently follow-up on client and internal requests and needs.

• Proficient use of Microsoft Office programs (intermediate required, advanced preferred) and demonstrated ability to learn other application programs as needed.

COMPETENCIES

• Value Systems / Modeling and Behaviors - Accountable for communicating, endorsing, and enthusiastically modeling what the company vision is, what the company stands for, what the company deems important, how it relates to individual team members, and how each team member contributes to the accomplishment of that vision.

• Client Service Interactions – As a key stakeholder in the customer relationship, the Benefits Representative is responsible for delivering value-tied benefits services to our clients resulting in client loyalty, retention, satisfaction and growth through referral generation. Offers timely responses to client issues and regular facilitation of benefits presentations.  Interact by telephone, fax, email, and face-to-face discussions.  Demonstrates consistent, exemplary customer focus.  Provides feedback to the manager and all service team members regarding client interactions that potentially affect the client relationship. 

• Results Orientation - Achieves 100% accuracy in benefits processing and delivery of responses with timely follow-up to all parties.   Ensures each customer interaction results in a positive service experience including external and internal customers

• Accountability to Client’s Value Perception –-Owns the ongoing relationship with the customer in the delivery of benefits services; ensures that the customer can readily identify the value that was derived because of the Insperity services performed. Demonstrates responsiveness, accuracy, communication skills mastery, and follow through.

• Accountability to Team Performance – Delivers value-tied benefit services to our clients that result in client satisfaction, retention, and growth through referral generation. Demonstrates effective communication with all teams regarding pertinent service issues, needs, and strategies.  Identifies and recommends process improvements and enhanced operational policies; implement approved processes and policies while focusing on applicable laws, regulations, and/or policies pertaining to benefit processing and administration.  Demonstrates leadership to positively affect external and internal customer relationships.

• Internal Relationship Management - Builds, maintains, and promotes effective highly functional relationships with immediate team members, peers within the department, manager, service team members, sales staff, and all other company team members.  Demonstrates proficient time management and organizational skills in coordinating communication and services affecting clients and team members.

• Leadership - Maintains high-performance benefit practices within a team environment.  Provides appropriate and timely information to manager and teammates to ensure client expectations are met.  Actively takes the initiative to lead and develop improved internal processes and corporate culture changes that positively impact our client experience.  Demonstrates creative and innovative thinking in providing the delivery of benefit services to clients, working with peer benefit, OT Team and all service team members.   Represents benefit service operations in corporate projects as assigned. 

• Operational Obligations - Exhibits good stewardship of monetary expenses.  Travels, when necessary, by several modes of transportation, and maintains flexibility in schedule to accommodate client and team needs.  Maintains necessary tracking mechanism and make recommendations for improving performance standards and measurements. Participates in testing of new benefit processes and enhancements.  Support manager in project facilitation, mentoring of new Benefits Representatives, and offer general team support.

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.