Health & Benefits Client Service Center Operations Specialist

At Pinnacle, our goal is to create an atmosphere where people can become fully engaged, enjoy what they're doing and be successful. We work to ensure that every associate embraces what makes Pinnacle different and excellent. For us, it starts with hiring the right people.

• We hire like-minded people who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance and Discipline.
• We hire experienced professionals who understand the industry and provide effective advice.
• We hire candidates who demonstrate a passion for client service. People who understand that distinctive service is more than smiling and being friendly - it's about creating a client experience that is unmatched.

But attracting the right people is only half the battle. We have to ensure that every associate understands their actions affect the outcomes of the firm. Our Position Descriptions are not designed to list every aspect of a position but to serve as a general overview.

SUMMARY OF POSITION:

A Health & Benefits Client Service Center (CSC) Operations Specialist should demonstrate commitment to delivering distinctive service. This position will be responsible for assisting Health & Benefits (H&B) clients via inbound phone calls and inquiries, escalating concerns to appropriate associate(s), as necessary. The H&B Service Center is open Monday through Friday from 7am to 7pm CST with current exceptions being Thanksgiving and Christmas.

PRIMARY RESPONSIBILITIES:

• Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
• Provide guidance to clients regarding their Health & Benefits accounts including balance inquiries, transaction histories, claims, fees, debit card mail date(s)/status and process non-working, lost or stolen card notifications while complying with disclosure requirements, regulations, and privacy policies.
• Serve as first response for the Health & Benefits portal. Answer client questions concerning online services, claims substantiation, and account features and usage. Resolve client concerns and assist with website login/password reset requests
• Prioritize and make timely decisions regarding client requests while weighing client satisfaction issues with loss, fraud, or regulatory exposure.
• Handle calls regarding fraud or ID Theft associated with client accounts and refer clients to appropriate area, as needed.
• Process client documentation including claims and debit card substantiation.
• Support special projects, as needed.
• Meet all the client's financial needs, both business and personal, and refer clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate.
• Assist other team members as needed to ensure delivery of distinctive service.
• Perform other related duties and responsibilities as assigned.

DESCRIPTION OF EXPERIENCE, EDUCATION, AND TRAINING:

• High School Diploma or Equivalent - College degree is preferred.
• Minimum of five (5) years' experience in Consumer Driven Healthcare (CDH) benefits administration or job-related experience, 10 years preferred.
• Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.
• Knowledge of federal banking regulations and compliance preferred.
• Knowledge and experience in client-facing service role; call center experience preferred.
• Broad knowledge of bank products and services, specifically related to health and benefits.

DESCRIPTION OF CAPABILITIES, PHYSICAL REQUIREMENTS, AND ABILITIES:

• Excellent interpersonal skills, including verbal and written communication skills.
• Excellent organizational and analytical skills and attention to detail.
• Ability to learn/adapt to changing technologies, technologically savvy with above average computer skills.
• Must be flexible, multi-task and prioritize daily tasks, with effective time-management skills to meet deadlines.
• Obtain and maintain a high-speed internet connection to accommodate remote work, as applicable.
• Excellent client service skills. Tact and diplomacy in dealing with both clients and associates.
• The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required. Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp.

POSITION STATUS: NON-EXEMPT

DATE: 08.15.2024

Pinnacle is an Equal Opportunity and Affirmative Action Employer committed to supporting a culture of inclusivity that builds a diverse workforce so we can support the many different communities we serve. All otherwise qualified associates and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender expression and/or identity, national origin, age (40 and over), genetic information, disability, protected military or veteran status, pregnancy or pregnancy-related conditions, or other status protected by law.