The Specialist, Benefits supports the delivery of outsourced employee benefits administration across the United States and Canada. The role assists employees, managers, and HR partners with benefits-related questions and escalated issues; coordinates with third-party administrators and benefit carriers; and follows assigned cases through resolution. Working under the direction of the Manager, Benefits & Leave, the Specialist gathers information, researches issues, maintains accurate case documentation, performs routine data validation, and escalates complex, sensitive, or unresolved matters. The role contributes to a responsive employee experience and the accurate, timely, and compliant delivery of benefits services.
Key Responsibilities
Employee & HR Partner Support
· Respond to assigned benefits questions and escalations from employees, managers, and HR partners using approved plan information, procedures, and resources.
· Provide clear information and status updates regarding benefit programs, eligibility, enrollment, coverage, payroll deductions, and vendor processes.
· Assist employees with navigating vendor resources and understanding the information or documentation needed to resolve an issue.
· Refer plan interpretation, policy, compliance, fiduciary, or other complex matters to the Manager, Benefits & Leave or appropriate subject-matter expert.
· Deliver professional, responsive, and employee-focused support while maintaining confidentiality and discretion.
Case Management & Issue Coordination
· Manage assigned benefits cases in ServiceNow or other approved case-management tools through resolution or appropriate handoff.
· Gather relevant information from employees, vendors, carriers, payroll records, HR systems, and internal partners to support issue investigation.
· Coordinate resolution of common eligibility, enrollment, coverage, billing, payroll deduction, dependent verification, and vendor-service issues.
· Maintain complete and accurate documentation of communications, actions, decisions, and resolutions.
· Monitor open cases, follow up on outstanding actions, provide timely updates, and escalate aging or unresolved issues.
Vendor & Carrier Support
· Work with third-party administrators, benefit carriers, and service providers to obtain information and support resolution of assigned employee issues.
· Follow established vendor contact and escalation procedures and track vendor commitments through completion.
· Prepare issue summaries, supporting details, and action-item updates for vendor discussions and internal review.
· Identify recurring vendor issues or service concerns and communicate observations to the Manager, Benefits & Leave.
· Support follow-up activities resulting from vendor meetings, service reviews, or corrective actions.
Operational, Data & Compliance Support
· Perform assigned validations and reconciliations involving eligibility, enrollment, payroll deductions, billing, employee records, and vendor data.
· Research data discrepancies and coordinate corrections with vendors, Payroll, People Systems, or HR Operations under established procedures.
· Support annual enrollment, plan changes, employee communications, testing, and other benefits-related operational activities.
· Compile documentation and data for audits, compliance reviews, reporting requests, and operational controls.
· Follow established privacy, security, records, and control requirements and promptly escalate identified risks or exceptions.
Knowledge, Quality & Continuous Improvement
· Maintain working knowledge of assigned benefit programs, vendor processes, case-management practices, and employee support resources.
· Use established procedures, templates, knowledge articles, and quality standards to provide consistent support.
· Track recurring questions, case themes, data issues, or process gaps and share observations with the manager.
· Recommend practical updates to knowledge articles, employee communications, procedures, and self-service resources.
· Participate in training, testing, quality reviews, and team knowledge-sharing activities.
Qualifications
· Associate degree in Human Resources, Business Administration, or a related field, or an equivalent combination of education and experience.
· 2+ years of experience in employee benefits, HR administration, HR Operations, HR shared services, customer service, or a related function.
· General knowledge of employee benefit programs and related eligibility, enrollment, coverage, billing, or payroll processes.
· Experience supporting employee inquiries, service requests, or case resolution in a customer-focused environment.
· Experience using HR, case-management, benefits, or customer-service technologies.
· Strong customer service, communication, research, problem-solving, and follow-through skills.
· Strong attention to detail and ability to manage multiple cases, tasks, and deadlines.
· Ability to recognize issues that require escalation and to work effectively with internal and external partners.
· Ability to maintain confidentiality and handle sensitive employee information appropriately.
Preferred Qualifications
· Bachelor’s degree in Human Resources, Business Administration, Employee Benefits, or a related field.
· Experience supporting an outsourced benefits administration model.
· Exposure to U.S. and Canadian employee benefit programs.
· Experience working with third-party administrators, benefit carriers, retirement providers, or other employee-benefits vendors.
· Experience with Workday, ServiceNow, or comparable HR technology platforms.
· Working knowledge of medical, dental, vision, retirement, spending account, COBRA, or wellbeing programs.
Leadership Expectations
· Provide responsive and professional support with the employee experience in mind.
· Take ownership of assigned work and follow through on commitments.
· Communicate clearly and proactively with employees, HR partners, vendors, and team members.
· Work collaboratively, seek guidance when needed, and escalate issues appropriately.
· Demonstrate accuracy, curiosity, learning agility, confidentiality, and sound judgment.
· Contribute ideas that improve service quality, knowledge, and operational efficiency
Physical Demands / Working Environment
· Work is performed in a professional office or hybrid environment and requires the ability to operate standard office technology and communication tools. The role may require extended periods of computer use and participation in meetings with employees, vendors, carriers, and internal stakeholders.
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.