Shared Services Clerical II

Business Solutions Shared Services Clerical II

Under moderate supervision, the Business Solutions Shared Services Clerical II is responsible for the ongoing support, service, and maintenance of Business Solutions group accounts and Business Solutions associates. The focus of this position is to provide support through new group setup and plan management, routing incoming client calls and other administrative tasks that support the overall success of our employee benefits division.

Scope of the Role

The Business Solutions Shared Services Clerical II focuses on specific tasks or facets of the company as assigned by their direct leader. The Business Solutions Shared Services Clerical II is responsible for completing tactile tasks and completing assigned work duties that help drive the success of the organization.

Performance Outcomes

Group Management:

• Setup of LegalShield Group Accounts
• Facilitate Group Upgrades
• Issue Schedule A, Tax Forms, to Groups
• Maintain NDA and Vendor Forms
• Enter Data for LegalShield Group Accounts
• Monitor and analyze group account reports, enrollment, payment history, and invoices

Customer Support:

• Answer incoming calls, make outgoing calls
• Answer incoming emails, make outgoing emails
• Provide support to internal departments regarding group inquiries

Mentoring

• Train new hires in how to utilize tools effectively
• Assist with escalated calls/emails
• Support and coach Shared Services Clerical I
• Report of production numbers
• Attend weekly mentor meeting
• Other duties as assigned by leadership

Education, Knowledge, and Experience

• Exceeded performance expectation as Shared Services Clerical I OR 2+ years' experience in a similar role preferred
• High School Degree Required
• Knowledgeable in Word, Excel, and PowerPoint
• Availability for timely communication and customer service
• Strong written and verbal communication
• Excellent listening, negotiation, and presentation abilities
• Adaptable and organized with ability to build rapport with customers
• Requires an ability to handle multiple deadlines, provide a detailed-oriented, and analytical approach to daily duties and relationship building with a high degree of confidentiality
• An ability to handle multiple deadlines, while working independently and maintaining a high degree of attention to detail, organization, accuracy, and sense of urgency
• Requires an individual with a positive professional attitude who can work as a part of a team or individually

Critical Thinking and Problem-Solving Skills

• Proactive approach with a passion for service and an ability to thrive in a results driven environment
• Requires the ability to work under pressure and quickly adapt to change

FLSA Status

This is a non-exempt position.

Physical Requirements/Work Environment

The duties of this position are performed in a professional office environment. Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk, and hear. Employee can work at the computer or other sedentary tasks for extended periods. Employee can conduct duties discreetly and impartially. Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed. Travel is not required for this position.