Job Details


Requisition Number 18-0058
Post Date 11/20/2018
Title Employer Support Specialist
Organization Concordia Plan Services
Job Grade 13
City St. Louis
State MO
FT/PT Full Time
Description

Mission and Vision

  • Concordia Plan Services ‘walks together’ with LCMS ministries in caring for workers and their families…so that the Word of God continues to spread!
  • Our 2020 vision is to transform CPS from being solely a benefits provider to the most widely recognized source of employer and worker-related solutions for LCMS ministries.

 

Summary 

The Employer Services Specialist participates on a diverse team that facilitates employer support services, processes and functions to ensure the highest level of employer experience. 

 

Reporting Relationships

Employer Services Specialist reports to the Team Lead, Employer Support.

 

Essential Job Function

  • Serves as an in-house point of contact for employers, using a ‘case management’ approach and providing solutions and issue resolution.
  • Assists Employers with compliance of Plan provisions by researching compliance issues, suggesting solutions, taking necessary steps to make corrections and working with Employers to ensure future and continued understanding of the Plans.
  • Assists with interpreting Concordia Plan Services’ benefit plans and educating Employers on how to correctly administer each Plan.
  • Handles complex Employer Plan adoption and withdrawal scenarios.
  • Assists with research related to Employers’ requests that fall outside of Plan provisions and effectively communicates a viable recommendation with supporting documentation to be considered by Leadership.
  • Maintains strong working knowledge of CPS benefit plans, administrative policies and internal procedures.
  • Supports other CPS functions, providing research, decision support and subject matter expertise for assigned work areas.
  • Contacts Employers with delinquent payments; suggests, communicates and tracks payment solutions.
  • Participates fully with efforts to foster understanding of the value of CPS for all employers.
  • Maintains strong working knowledge of CPS benefit plans, administrative policies and current legislation.
  • Takes an active role in the use and application of the Customer Relations Management (CRM) system and Benefit Administration System (BAS).
  • Works closely with aligned teams (e.g., all Member Services, Marketing) to execute processes and transactions to ensure excellent employer support.
  • Works and manages transactions with minimal supervision.
Requirements

Education and Experience

  • Associate Degree or related work experience; Bachelor Degree, preferred.
  • 3+ years’ relevant experience, preferably with health, disability, or retirement benefits.
  • Experience with organization(s) that excel in customer experience, preferred.
  • Professional certification (e.g., CEBS), preferred.

     

Competencies (Knowledge, Skills and Abilities)

  • Command of systems and collaborative tools; knowledge of MS Office suite, specifically Excel.
  • Strong analytical and problem solving skills.
  • Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values (integrity, compassion, excellence, stewardship, accountability) in all internal and external communications.
  • Demonstrates a high commitment to the organizational mission by applying concepts and principles of the Integrity Service program or similar values-based customer service program; is dedicated to meeting the expectations and requirements of internal and external customers.
  • Ability to navigate effectively in highly regulated industry and with complex organizations; understanding of LCMS structure and operations.
  • Steadfastly pushes self for results, prioritizing and executing tasks effectively with minimal supervision; maintains focus on organizational goals.
  • Accepts accountability for one’s own performance by setting clear goals and expectations, tracking progress and engaging in continuous learning.
  • Ability to develop, maintain, and strengthen partnerships with internal and external customers; participates fully on assigned and adjunct teams; fosters a collaborative spirit.
  • Energized by and adapts easily to change; welcomes new opportunities; personal maturity to evaluate and manage uncertainty and stress effectively. Ability to initiate, sponsor and implement change with sensitivity to tradition and history.
  • Interacts effectively with a wide variety of people; respectful and maintains the dignity of others; amicable; fosters differing opinions and values input from various perspectives.

 

Supervisory Responsibility

  • Employer Services Specialist does not have supervisory responsibilities.
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