Benefitfocus Customer Operations Coordinator, Health Plan

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

About Benefitfocus:

Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to shop, enroll, manage, and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental, and other voluntary benefits plans as well as wellness programs. 

Get to Know the Opportunity:

The Customer Operations Coordinator (COC) associate is responsible for the initial intake and triage of cases reported to us by our customers. You’ll be asked to deliver service that builds high-trust relationships with rapid turnaround time on issues. This role supports the more tenured COS (Customer Operations Specialist) during day-to-day operations as well as during peak Open Enrollment season. You’ll work together to deliver first-in-class customer support, fulfill reporting needs, triage data, and track project progress. You’ll be an extension of your assigned COS, helping them to drive desired outcomes while maximizing the value of the Benefitfocus solution.

Please Note:  Work location for this role is FLEXIBLE! This position allows 100% remote work from home or allows work to be performed in any of our major office locations with a hybrid schedule. 

The Contributions You’ll Make:

• Maintain relationships with a portfolio of Employer and Carrier customers through all stages of the customer life cycle.
• Daily progress reporting of Open Enrollment activities for both Internal consumption, and External client facing partnerships.
• Customer interaction, primarily email with some phone support as needed, to answer questions and perform basic production support.
• Update existing platform configurations to ensure customer data is being processed and transmitted with high degrees of accuracy.
• Manage a high-volume case queue filled with inquiries both from customers and internal stakeholders alike.
• Perform basic data file triage when issues arise and file the appropriate engineering requests if supplemental support is needed.
• Troubleshoot sftp connection requests for customers transmitting data to Benefitfocus.
• Document and maintain a robust client contacts list.
• Other duties as assigned.

Required Education and Experience:

• 1+ years’ experience in data analysis, account management, or technical customer support-related roles.
• Strong proficiency in Microsoft Office suite, (Outlook, Word, Excel)
• Experience in a customer-facing support role.

Preferred Knowledge & Experience:

• B.S. or B.A. preferred.
• Industry experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, BPO.
• Prior Salesforce experience a plus.
• ANSI 834 enrollment file knowledge a plus.

#LI-MG2

#LI-Remote

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya may offer incent