The Role
The Senior Associate, Tier II Benefits Case Resolution manages complex benefits and HR cases within the service center. As a day-to-day subject matter expert, this role resolves escalated issues, supports Customer Care Representatives (CCRs), and partners with the Operations Supervisor to maintain service quality and a positive customer experience.
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.
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.
Authorization to Work
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.
Salary Pay Range
Minimum - Maximum: $33,040.00 - $61,360.00
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. Bonus and/or incentive eligibility are determined by role and level.
