Senior Analyst Benefits Support Management

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Position Title:

Role Overview

As a Senior Analyst Benefits Support Management, you will play a key role in helping U.S.-based employees understand and manage their health and insurance benefits (medical, dental, life insurance etc.) for their employer. You will act as a benefits data steward, support specialist, and escalation point for benefit-service queries. The role involves a mix of voice and non-voice (data) activity, working during U.S. night hours from India, and interacting with internal teams in India and the U.S.

Role & responsibilities

• Update benefit details: process new joiners, terminations, changes (e.g., adding/deleting dependents) in the benefits system.
• Assist employees via calls and emails, handling queries such as: Am I covered under this plan?, “Why was my claim rejected?”, “How do I add my family to the plan?”
• Check and ensure accuracy of benefits data in the system, reconcile data with company records, and resolve discrepancies.
• Prepare periodic reports/summaries on metrics such as number of claims processed, issues resolved, escalations, data corrections, etc.
• Collaborate with U.S.-based onshore teams for updates, policy changes, training coordination, and hand-offs.
• Maintain knowledge of insurance/benefit plan features and support employee education and communications as required.
• Ensure adherence to service levels, accuracy, and quality of customer interactions and data processing.
  

Minimum Qualifications & Experience

• Graduate (10 + 2 + 3 years degree – minimum 15 years of education
• 4+ years of experience in healthcare insurance, specifically in employee benefits or customer care, with exposure to both data and voice processes.
• Experience handling benefit enrolments, changes, terminations, or service-support in the employee benefits domain.
• Insurance certification (for example, LOMA, AHIP, HIPAA) is good-to-have (not mandatory).
• Experience in transition/onboarding of service is good to have (not mandatory).
• Comfortable working US hours (night shift) and able to operate in a hybrid work model with occasional office presence.
  

Preferred candidate profile

• Strong verbal and written communication skills in English; ability to interact professionally with U.S.-based employees and teams.
• Excellent attention to detail, accuracy in data handling and comfort with systems and spreadsheets.
• Ability to troubleshoot benefit-related queries and escalate properly when needed.
• Self-motivated, able to work independently and as part of distributed teams; adaptable to shift work.
• Customer-oriented mindset with empathy and professionalism in handling benefit inquiries.
• Basic comfort with reporting, metrics, and process documentation.
  

Why Join Us

This is an excellent opportunity if you are looking to grow your career in benefits administration, working with U.S. programmes from India. You will gain exposure to large-scale benefit operations, work in a hybrid model, and handle meaningful interactions with employees relying on you to navigate their benefit plans.