Melita is an HR, Benefits, and Payroll Outsourcing company, serving and building lasting relationships with small and mid-sized employers in the U.S. and abroad. We were founded over 30 years ago on a simple principle: To help our clients succeed, by innovating, serving, and supporting their Human Resources, Employee Benefits, and Payroll needs. As a results-driven organization, we hold ourselves accountable for our promises and we celebrate the successes of our clients. We live by a set of shared values that drive everything we do and are known for our high-integrity approach to building relationships with our clients and partners.

This is a fully remote position. The Employee Support Advocate plays a critical role on Melita’s growing Client Services team. We operate with high service-delivery standards, and our success depends on a strong, collaborative team approach. In this role, you will serve as the first point of contact for employee inquiries and escalations related to Benefits, HR and Payroll, as well as the supporting technologies. This is an excellent opportunity for someone who genuinely enjoys helping others and takes pride in guiding employees through the benefits and resources provided by their employer.

The ideal candidate should have 4+ years of experience in a similar role, with a strong emphasis on employee benefits. You should be a naturally curious person that is able to learn the nuances of each client’s benefit offerings, and brings the foundational knowledge required to work effectively with insurance carriers, client contacts, and employees. This role requires a thoughtful balance of customer service, case management, administrative execution, and team collaboration. As such, a strong sense of urgency, excellent time-management and organizational skills, and exceptional attention to detail are essential for success.

The primary responsibilities of this position are:

Provide expert timely, accurate and friendly assistance to employees of our clients via phone and email regarding employee benefits, claim issues, routine HR and Payroll administration questions, and navigating our employee self-service technology.
Manage lengthy, sometimes complex Benefits inquiries from start to finish, while also keeping employees informed on status.
Effectively utilize our advanced internal and external cloud-based software systems to support our clients and track work activities, including extensive use of SalesForce.com for our internal client management as well as a robust HR technology platform utilized by our clients.
Adhere to customer satisfaction survey criteria, with an emphasis on proactive customer service, time management and effective communications.
Manage individual case allocation, adhering to Melita’s SLA client agreement.
Work closely with People Operations and Benefits Specialist Team during Open Enrollment Periods to communicate client updates internally.

An understanding of the following is preferred but not required

Medical Plan Summaries & Documents
Ancillary Benefits (Life/Disability/FSA…etc)
Explanation of Benefits
Microsoft Suite (Including Outlook & Teams)
Salesforce
HRIS Applications

This position will be remote.

Melita Group embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.