Benefits Ops Administrator

Job Description

Role Purpose The Benefits Operations Administrator (BOA) is responsible for processing all activities related to client benefits plans as set up in Wipro tools, while meeting and exceeding client Service Level Agreements. The BOA is responsible for developing superior understanding of client plan provisions, identify opportunities for knowledge enhancement and deliver to high standards of quality and timeliness. Prioritizes work as required in order to effectively respond to client needs Demonstrates sound understanding of client plan provisions by asking questions and responding to client needs in a timely fashion Ensures knowledge of client plan provisions and supporting documentation is current and updated Follows all predefined procedures, adheres to all the process guidelines and ensures that performance parameters are met and/ or exceeded against SLA targets Participates & contributes in daily huddles and status meetings Ensures on-time and accurate delivery of all tasks as per Service Level Agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks. Deliver / No. / Performance Parameter / Measure- 1. Process / No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback. 2. Self- Management - Productivity, efficiency, absenteeism, Training Hours, No of technical training completed.