Benefits Analyst - Benefits Integration Team

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Benefits Administration & Communication Analyst

Responsible for providing plan administration, participant communications and customer service support as directed by the Benefits Administration and Communication Manager is coordination with the Plan Managers. The Benefits Administration and Communication Analysts will provide Tier III customer response to inquiries and escalated issues and utilize this experience to provide input to customer education needs. This position also provides complex transactional and administration support to the benefits plans, while actively seeking administrative efficiencies and continuous process improvement. 

What You'll Do

• Act as Tier III customer service consultant handling complex benefits issues that require specialized knowledge and research to determine facts and potentially judgment to resolve issues.
• Track and monitor the customer service levels provided by Benefits in response to Tier III escalated issues.
• Perform core plan administration activities such as complex calculations (including ERP) and escalated transactional support for the HRIC. Leverage technology effectively in performing plan administration activities while striving for continuous process improvement.
• Manage the day to day interaction with carriers and vendors on plan administration, escalating issues to the Plan Managers as necessary.
• Assist in drafting employee communications with respect to new benefits or to provide continuing education for existing plans.
• Identify employee communications and HRIC educational needs using experience gained while handling Tier III calls.
• Provide training support to assist with educating participants, the HRIC or other HR staff. Stay current on applicable laws and regulations to help ensure compliance with all federal and state legislation relating to benefits.
• Develop current understanding of legislative changes and implement requirements of new legislation as directed by the Plan Managers.
• Provide support to Managers for special projects, including open enrollment, performing research and other tasks as needed.
• Perform other related duties incidental to the work described herein. 

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. 

What We're Looking For

✅ Strong analytical, organizational, and communication skills

✅ Ability to research and resolve complex employee benefits issues

✅ Experience working with benefits administration, HR operations, or customer service environments

✅ Strong technology skills with proficiency in business software applications

✅ Ability to manage multiple priorities while maintaining accuracy and attention to detail

Minimum Qualifications

Education

Work requires communication, analytical and organizational skills generally acquired through completion of a bachelor's degree program preferable in Human Resource Management or a related field. 

Experience

Two years of related professional experience. Employee benefits and/or Human Resources experience preferred.

OR

Work requires two to three years experience in a business/professional role. Employee benefits/HR practical experience preferred. Must be proficient in computer software and the latest electronic technology. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE 

Why Duke?

At Duke, you'll join a collaborative community dedicated to excellence, innovation, and service. We are committed to fostering an inclusive environment where all employees can thrive and make meaningful contributions.