Benefitfocus Customer Operations Specialist, Public Sector

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:

Benefitfocus has an immediate opening for a Customer Operations Specialist, (COS). The COS responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. Documents customer information and recurring technical issues to support product quality programs and product development.

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:

• Regularly demonstrates the ability to share best practices to facilitate growth across the team.
• Has a fundamental knowledge of configuration, payroll, and EDI. The associate can complete daily research and resolution in these areas independently.
• Demonstrates the ability to complete research and resolution across multiple departments, within team standards, with little management level escalations needed.
• Demonstrates extensive knowledge of business standards. Demonstrates communication knowledge and possesses appropriate soft skills for ongoing relationship management. Also, possesses the ability to deliver difficult messages and translate technical explanations into client facing messaging.
• Serves as an escalation point, both internally and externally. Can manage and drive issue resolution with little influence from leadership.
• Facilitate discovery sessions, product overviews, trainings, and renewal project meetings independently.
• Additional Department Specific Responsibilities Employer: Facilitate discovery sessions, product overviews, trainings, and renewal project meetings independently. Create accurate, concise requirements documentation to support a stated business objective and may need manager/peer review on a case-by-case basis. Perform the Annual OE reconfiguration project, including data prep, configuration, onsite testing, and file readiness with limited questions. 
• Additional responsibilities, as required.

 Minimum Knowledge & Experience:

• 3+ years of experience in customer service and/or technical support roles.
• Strong proficiency in Salesforce, Microsoft Exc