Customer compliance, writing Summary Plan Descriptions and SBCs

• Handle all phases of new client implementation including plan set-up, plan documents, and all contracts and service agreements• Educating new clients on Section 125 guidelines• Collect non-discrimination testing information, upload testing spreadsheet, perform client testing and review results with client• Provide guidance and information to client based on testing results• Maintain client satisfaction by providing problem solving resources, reconciliations and audits as necessary• Determine client service requirements by maintaining contact with clients and visiting operational environments when needed• Maximize client operational performance by providing technical advice, resolving problems and developing educational material for plan participants• Update job knowledge by participating in educational opportunities and educate and communicate legislative updates and systems changes to clients

• Responsible for management and timely resolution of customer issues with CDHP products• Work as liaison between client, bank and insurance carriers to resolve data/claim issues• Facilitate client issue and action item review meetings• Report and track issues to upper management• Research and document root cause analysis for issues with CDHP products• Request and run queries for quality checks and scope of issues-number of members impacted• Responsible for client satisfaction with CDHP Products• Communicate to clients on new changes and enhancements with CDHP Product website and Process Improvements• Perform Customer Renewals with CDHP Products

Documented project scope and develop project work plansApproved all deliverables, test plans, and test resultsApproved all customer service requests and their contentResponsible and accountable for all project tasks and project budgetsPrioritized and assigned work Tracked/updated/created project documentationInitiated corrective measures to resolve problemsMentored/coached/developed staff to enhance system knowledgeAdministered and adhered to corporate and departmental guidelinesInterfaced with diverse levels within the organization

Managing team, managing and reporting project status and deliverables

Supervised operations for 15 business analysts supporting AS/400 platformSupported high profile and special care customersPerformed Customer Satisfaction Surveys and phone monitoring surveysStreamlined and oversaw the forms programming certification processHandled quality monitoring, recognition, coordinated group functions and team building eventsAnalyzed daily and monthly statistics and developed monthly schedulesCounseled employees, constructed developmental plans, and assisted in career planningCreated and presented New Hire and Team presentationsAnalyzed and resolved customer issuesCustomized dealer forms and databases to be dealer specific to meet their needs