Facilitate vendor calls and preparing communication/confirmation packages. Review plan design changes as they pertain to the Client eligibility and premium filesMaintain a direct relationship with the Participant Services Team to respond to all escalated inquiries and issues & promptly report status to the Client and/or Client Service ManagerManage projects as assignedCoordinate tasks with the offshore resourcesQA review for changes in the Development and production environments for Vendor Manager Systems.To provide updates on outstanding escalated issues, and alert the Participant Services team of issues/changes and update the Leader as necessary.

Complete user acceptance testing on system enhancementsResponsible for researching and resolving complex issues, including formal appeals, presented by customers, their HR business partners, or other client representativesResponsible for prioritizing escalated customer issues across multiple functional teams supporting the client account as neededActs as escalation point for client when presented with individual customer issues or appealsProvide timely and accurate information, balancing the need to consistently provide world-class customer service while also supporting the fiduciary responsibilities of employee benefit plansAssist in developing action plans to reduce number of escalations and appealsAssists in identifying knowledge and training gaps from internal and client feedback

Direct relationship with Client to determine programming needs.Define Client needs and expectations to generate documentation for programmers.Create and implement testing procedures to verify program accuracy.Program processing coordination Complete AdHoc request