Senior Specialist, Account Services

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Oversee the resolution of daily issues and provide administrative assistance to assigned partners and large employers concerning money movement or audit risks.

• Develop and manage communication plans and track escalations for both internal and external visibility.

• Serve as a subject matter expert for partners and offer support internally and externally.

• Collaborate with Partner Service Managers on critical needs and partner objectives.

• Manage, track, and analyze service trends based on operational data, file, and intake information.

• Identify scalable processes that enhance partner relationships.

• Review and ensure the internal knowledge base content is consistent, high-quality, and user-friendly.

• Collect insights from support teams to identify trends and opportunities for improvement.

• Oversee critical tasks for high-risk partners and act as their primary contact.

• Manage partner-specific money movement processes in line with contractual obligations.

• Monitor file processing and serve as the file expert for supported partnerships.

• Take responsibility for updating partner dashboards and reporting.

• Execute customized monthly partner processes that involve critical decision-making.

• Escalate issues and lead recovery efforts.

• Identify systemic issues and collaborate with the Manager to resolve them.

• Support enhancement projects for both internal and external stakeholders.

• Perform additional tasks as assigned by the Manager.

⛳️ Requirements

• High school diploma, GED, or equivalent work experience — Required.

• At least 3 years of experience servicing partners and large employers.

• A minimum of 2 years of experience with employee benefits, TPA’s, or insurance carriers, preferably with HSA/Notional products.

• Ability to maintain confidentiality and a professional demeanor while interacting with both internal and external customers.

• Strong analytical skills.

• Proficient in PC applications, particularly Microsoft Office.

• Capable of managing multiple concurrent tasks while adhering to strict deadlines.

• Adaptability to prioritize workloads and switch focuses as needed.

• Excellent communication and problem-solving abilities.

• Ability to work effectively with a diverse workforce and customer base.

• Flexibility to adjust work hours to meet business requirements, including occasional evenings and weekends.

• Outstanding verbal and written communication skills.

• Legally authorized to work in the United States on a full-time basis without requiring employer sponsorship.

• Familiarity with Salesforce and advanced Excel and reporting skills is preferred.

🏝️ Benefits

• Fair and competitive rewards package.

• Benefits designed to support employees, their families, and overall well-being.

• Inclusive and accessible application process.

• Reasonable accommodations available for candidates with disabilities.