About ThrivePass
We empower our clients, and their employees, to thrive through the personalization of employee benefits and data-driven insights. ThrivePass' purpose is to partner with organizations to create personalized and meaningful employee experiences.
We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
About The Role
The Account Specialist is integral to our customer support team, working directly with our clients. This role collaborates with the relationship management team to ensure high client retention and satisfaction. Account Specialists assist with day-to-day client interactions that support both the client and the relationship managers. Account specialists are assigned a book of business and are also responsible for a shared general que for email and phone support. This role reports to the supervisor of operations for the Lifestyle and Tuition Benefits.
Responsibilities
Consistently hit quarterly Big 3 goals while embodying our CARE valuesClearly articulate and communicate with internal and external stakeholdersProvide stellar customer service in every interactionBe a product specific expert to provide education and training where neededIn collaboration with the Relationship and/or Account Manager, maintain a thorough understanding of key client needs and requirementsProvide on-going assistance to internal team members when neededBe a direct day-to-day point assigned clients and general queue, providing issue management, pro-active follow-up and client support via email and phone. All in line with ThrivePass SLAs and KPIsUnderstand client intricacies and complete unique processes required on a client-by-client basisOwn post-implementation administration system maintenance including renewals, termination and mid-year adjustments for assigned clientsAssist the Relationship/Account Management team with the renewal process and other duties as requiredProcess assigned clients end of month processing in line with ThrivePass SLAs and KPIsMaintain and audit administration system settings to ensure appropriate plan administration in accordance with plan documentsProcess assigned clients manual import and file processing in line with ThrivePass SLAs and KPIsProcess assigned client file processing error in line with ThrivePass SLAs and KPIsProvide necessary and requested reporting and data requests from client in accordance with ThrivePass’ established standardsProvide feedback to the Relationship Manager and operational leadership on trends and opportunities within the assigned book of business and the broader client baseBe able to provide backup support to our member services team during high volume by answering overflow calls, working support tickets, or processing claims
Requirements
1-3 years experience in Customer Support or a similar roleDemonstrated understanding of how to deliver high-quality customer serviceKnowledge in employee benefits is recommendedWorking knowledge of Microsoft Word and ExcelAbility to understand how to utilize technologyAbility to identify and provide solutions for client needsQuick learner and detailed orientedStrong communication skills, complemented by both excellent verbal and written communication customer-centric with a strong desire to help people; highly empatheticPositive attitudeTakes initiative to uncover/develop solutions before escalating issuesAbility to take on new projects and easily transition between tasksTeam player who is receptive to coaching and adaptive to changeDesire to excel and grow each dayAbility to work in a remote environmentSalary Offered
$43,888-$49,000 annually
Benefits Offered
Health, Dental, and Vision InsuranceLife and AD&D InsuranceShort-and long-term disability insuranceMaternity and Paternity Leave401K with employer match5-and 10-year sabbatical programEmployee Assistance Program (EAP)Voluntary BenefitsMonthly Employer Contributions to Employee ThrivePass AccountAnnual Learning and Development FundsGenerous Paid Time Off (PTO) PolicyPortfolio Link
To be considered for the position, please include your portfolio link in the email when submitting your application.
ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.
