Benefits Operations Specialist

$43,800 - $79,000/Yr

Charles Schwab - Phoenix, AZ

Full-time - Mid Level

Hybrid - Phoenix, AZ

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

As a Benefits Operations Specialist at Schwab, you will play a crucial role in enhancing the employee experience by providing timely and accurate benefit assistance. This position focuses on resolving employee benefit inquiries, optimizing processes, and collaborating with various HR teams to ensure a seamless service delivery. You will utilize tools like Service Now and Workday to manage benefit cases and support the administration of various benefit programs, including the sabbatical program.

Responsibilities

• Utilize the Service Now case management system to efficiently resolve benefit cases with a focus on customer service and the employee experience.
• Investigate and resolve Benefit questions/challenges of various complexity, while working closely with employees at all levels of the organization.
• Effectively communicate HR/Benefit policies and programs and explain sophisticated subjects.
• Respond promptly to advanced Tier 2 employee benefit inquiries received via MyHR cases or phone, further advancing to Tier 3 as needed.
• Reconcile/close help request cases, recording details of inquiries, comments, challenges, and resolutions.
• Complete daily and bi-monthly billing processes for accounts payable and benefit providers.
• Use Workday to resolve benefit eligibility discrepancies identified via integration reports, benefit vendors, and employees.
• Administer Schwab's sabbatical program daily.
• Seek continuous improvement strategies to identify efficiencies and streamline processes.
• Meet strict target dates in a fast-paced environment with accuracy.
• Build agreement and partnership across HR.
• Provide excellent customer service with a focus on effective execution.
• Support self-service and processing of benefit data, including pay impacting personnel data.
• Collaborate with Tier 1 Contact Center to assist with trend identification and education, as needed.

Requirements

• Bachelor's degree in human resources and/or equivalent HR experience.
• 3-5 years proven experience with benefits programs and processes.
• Experience investigating and resolving benefit questions.
• Knowledge of Workday or other applicable HR systems.
• Excellent digital literacy, including proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).
• Experience analyzing Excel reports to identify trends and sort/record data.

Nice-to-haves

• Experience with Service Now.
• Excellent communication skills, with the ability to connect with employees and external providers.
• High attention to detail with exceptional time-management skills and shown ability to handle initiatives simultaneously.
• Proactively adapting procedures to meet changing policies and government/state guidelines.
• Actively collaborating with HR Centers of Expertise (COEs) and HR program owners to shape the employee experience.

Benefits

• 401(k) with company match
• Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance