OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company's solution at www.onesourcevirtual.com.
Position Summary/Objective
The COBRA Support Specialist Is responsible for the planning, procurement, execution, and completion all COBRA, Direct-bill and myFlexSpend implementation, projects, and initiative, supported by training, researching, and resolving issues and escalations.
Essential Functions/Duties/Responsibilities
* Act as a technical resource with respect to systems, processes, procedures and compliance.
* Interacts with DOL, ERISA, and Federal code regarding compliance with regulatory guidelines as well as resolving related issues
* Support call and case queues for all contractual and performance-based SLAs to include reply time, agent availability and skilling, resolution, handle times for all support teams.
* Effective communication skills via telephone, email and in-person
* Partner in escalations within assigned customer pod
* Reporting of service delivery issues to leadership team
* Form strong partnerships with Service Delivery Teams, Account Manager, and Sr. Specialists, and organizations supporting service delivery (IT, Accounting, R&D, AMS, etc.)
* Communicate with other Service Delivery Teams to achieve consistency of process and execution
* Participate in identification of root cause of Service issues and programs to prevent customer impact.
* Assist monthly training support on Workday, internal systems and product/customer issues.
* Must safeguard sensitive information and uphold all security standards
* Assumes other duties as assigned by Manager
Competencies
* Analytical skills; strong research and follow up skills
* Attention to detail
* Customer service experience
* Ability to multi-task
* Professional communication skills
* Ability to work independently
* Flexible
* Ability to make decisions utilizing sound judgment
* Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule; have solid research and follow-up skills.
* Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues
* Maintain punctuality and adherence to set schedule with extra hours as needed
Supervisory Responsibility
This position has no supervisory responsibilities
Qualifications and Experience
* Associates degree or higher preferred (or experience equivalent)
* 2+ years of advanced Workday benefits eligibility and Workday Benefits knowledge
* Must have knowledge of ERISA, IRS QLE, COBRA; other applicable federal regulations
* Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc...)
Preferred Skills
* Bachelors degree preferred
* Advanced Reporting and configuration knowledge
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.