CO
CoreSiteIT Helpdesk Manager
Manager of IT Helpdesk overseeing Tier 1 helpdesk operations and driving customer satisfaction in digital infrastructure company.
About the role
- Serves as the liaison between the policyholder and The Standard to assist clients’ HR departments, their employees and producers in administration of group Life, Disability, Voluntary, and Absence contracts
- Maintains and protects personal information of the policyholder’s employees
- Works closely with the employer to respond to claim and coverage inquiries, including verifying appropriate premium administration, addressing customer service issues, claims issues, contract issues and other group life and disability related inquiries
- Provides multiple reports to the policyholder’s benefit and business locations on approved claims, outstanding information requested, and Evidence of Insurability status as needed
- Develop and manage effective primary relationships with key policyholders and producers through frequent responsive communication, professional negotiation, problem resolution and exceeding customer expectations
- Work with policyholder’s employees to understand their concerns and needs and act as liaison between home office departments and the customers to initiate plan improvements and resolve administrative inconsistencies
- Develops effective relationships with Human Resources, Benefits and Payroll staff throughout the policyholders’ various locations
- Independently administers claim processes, handles coordination of death claims, and assists employees in filing for claims
- Creates best practices & new process improvements that ensure a positive customer experience for the employer and employees and future retention of the business
- Participates in special projects related to the policyholder’s life and disability plans, as assigned
- Hybrid role: onsite at customer’s office in Lake Forest, IL 3 days per week; 2 days remote
Requirements
- 4+ years of relevant, progressive work experience in the group insurance administration, with an emphasis in disability, Claims and/or Account Management
- High School Diploma Required
- FMLI or CEBS professional certification preferred
- Life and Disability insurance license preferred
- Recommended software experience: Workday, ServiceNow (or other case management system), Salesforce
- Required to learn and have the ability to interpret federal, state and local leave regulations
- Ability to plan and organize own work to meet changing priorities and diverse customer needs
- Analyze, interpret, and apply benefit contract provisions to varied, complex situations
- Make sound, independent judgments
- Strong verbal and written communication skills
- Ability to provide timely and thorough responses to inquiries and continuously find ways to improve and promote the service experience
- Customer service skill set, discretion, and ability to handle the sensitive and delicate personal situations of the employees that involve leave and disability
- Proven ability to develop effective business relationships and communicate with diverse audiences in many different settings
- Problem solving and decision making consistent with company objectives, or the equivalent combination of education and/or relevant experience
- Union knowledge and experience will be helpful
- Must be bondable; criminal background investigation and employment, education and licensing verification required as a condition of employment
- Drug- and alcohol-free workplace policy (possession/use prohibited while on company property)
Benefits
- A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
- An annual incentive bonus plan
- Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
- Supportive, responsive management approach and opportunities for career growth and advancement
- Paid parental leave and adoption/surrogacy assistance
- An employee giving program that double matches your donations to eligible nonprofits and schools
- Hybrid work arrangement: onsite 3 days per week at customer office, 2 days remote
- Eligibility to participate in an incentive program (subject to program rules)
- Competitive salary range
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PG
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