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Description

UKG (Ultimate Kronos Group) is seeking a client-focused, highly collaborative and experienced individual to join UKG’s Managed Services Benefits Organization. The Lead Specialty Support Rep serves as a primary point of contact for an assigned portfolio of Managed Services Benefits customers. The Managed Services Benefits organization is an outsourced benefits operations business and the Lead Specialty Support Rep serves as a trusted advisor to our customers by maximizing the value of our benefits platform, services, and UKG network. As a Lead Specialty Support Rep, you will accomplish this by understanding customer goals, developing strong relationships with all user personas linked to the benefits and ancillary platforms, and executing defined Lead Benefits Client Specialist proactive engagements.

As a Lead Specialty Support Rep, you will manage an assigned portfolio of Managed Services Benefits customers and you will be accountable for the adoption and health of each account from a benefits perspective. This includes the oversight of the customer in support of the entire employee benefits life cycle (health & welfare, life, disability, voluntary plans). The position will include oversight of customer relationships, overall service delivery, key business outcomes including, but not limited to customer satisfaction and customer retention for an assigned book of business. You will a critical player in driving long-term customer satisfaction with their utilization of our Managed Services Benefits services offering.

Your ability to discuss high-level technical concepts with non-technical stakeholders is critical. To be successful in this role, the Lead Specialty Support Rep will interact and collaborate with multiple internal/external teams including the internal Managed Services functions, Benefits Services, Executive Relationship Management, Renewals, Escalation Management, other Global Services Teams, and external benefits providers.

Responsibilities:

● Serve as a trusted partner and advisor for a defined portfolio of Managed Services Benefits customers

● Demonstrate knowledge of Health & Welfare benefit plans and benefit trends.

● Consult on all aspects of Customer benefit plans, including but not limited to medical, dental, vision, FSA/HSA/HRA plans, life insurance, disability and voluntary plans.

● Display thorough understanding of overall Benefits Administration System activities.

● Proactively analyze problems and drive root cause resolution to prevent recurrences.

● Interpret benefit plan documents and discuss in detail with confidence.

● Provide best practice recommendations to establish effective Customer procedures and processes

● Communicate with confidence and professionalism to ensure Customer satisfaction through established meetings, communications, progress reporting, issue resolution and other Customer interactions

● Manage, grow, build, cultivate relationships with Customers and act on behalf of the Customer when engaging brokers and third-party vendors

● Manage open enrollment activities including reports, system configuration and testing and data validation

● Benefits industry acumen and experience, working knowledge of UKG Pro and Plansource platforms

● Interpret benefit plan documents and understand the system configuration/set up implications of the plan design requirements

● Project manage annual Benefits enrollment activities including system configuration and testing, annual enrollment meetings, validation of benefit data and elections, and customer acceptance.

● Able to troubleshoot and resolve problems and determine root cause analysis.

● Assist in identifying and driving best practices while working closely with Focus groups, Team Lead and SMEs.

● Able to mentor Benefits Services Partners on best practices, handling of escalations, and Benefits system knowledge.

● Participate in documentation and maintenance of Customer benefit processes.

● Successfully track time spent on tasks/activities and follow departmental protocols

Qualifications

Basic Required Skills:
● PlanSource Benefit system experience and/or UKGPro (formerly UltiPro) experience preferred and/or other HCM Benefits technology solutions

● Bachelor’s Degree or 5+ years of related industry experience

● Proven experience with Benefits software

● Working knowledge of employee life-cycle Benefits Administration, related regulations and ERISA guidelines, HIPAA Compliance strongly preferred


Preferred Skills:
● Commitment to excellence and high standards; demonstrates the ability to hold self and others accountable for delivered work

● Strong relationship building skills; Ability to build trusted relationships across UKG internal teams, vendors and multiple customer contacts.

● Excellent communication skills (both written and verbal) and strong business acumen

● Strong organizational, problem-solving, and analytical skills required to drive root cause resolution

● Strong discovery and listening skills. Demonstrated ability to ask effective discovery questions, understand the customer’s business goals/priorities and anticipate the customer’s needs.

● Strong attention to detail; Manage and facilitate conference calls, capture, and follow up on action items, and set appropriate expectations in escalated situations.

● Strong decision-making skills; ability to coordinate efforts across various functional teams and engage the appropriate resources to address escalated items.

● Proven ability to handle multiple projects while consistently meeting deadlines

● Experience working with customer relationship management tools, project management tools, and case management solutions (Salesforce, Smartsheets)

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.