[Hiring] Customer Account Analyst @Plansource

Role Description

Join Us at PlanSource: Your Exciting Career Awaits! At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

The Customer Account Analyst (Benefits team) works closely with internal service teams to ensure that client expectations are continually met or exceeded through accurate and timely processing of benefits administration services. This role provides operational and administrative support for client benefit programs, including:

• Enrollment processing
• Data validation
• Issue resolution

The Customer Account Analyst supports day-to-day operations, assists in service delivery, and ensures accuracy and compliance within the PlanSource platform.

Qualifications

• 1–2 years of experience in benefits administration, operations, or a related support role.
• Experience working with enrollment processing or HR/benefits platforms preferred.
• Proficient with Microsoft Office Suite.
• Advanced Microsoft Excel experience preferred.
• Ability to be an effective team member.
• Strong customer/service orientation.
• Excellent organization and prioritization skills.
• Strong data entry and accuracy skills.
• Excellent written and verbal communication skills.
• Ability to work outside normal hours during peak periods as needed.

Requirements

• Support administration of client benefit programs, including enrollment processing, updates, and data validation.
• Assist in processing client changes, eligibility updates, and ongoing service requests.
• Perform system updates and ensure accurate configuration of benefit plans and employee data.
• Support open enrollment and renewal activities for assigned clients.
• Provide Tier 1 & Tier 2 support for client inquiries related to benefits processing and administration.
• Research and resolve issues related to enrollments, eligibility, and benefits data.
• Work with internal teams to identify and resolve discrepancies impacting client service.
• Ensure that client expectations are continually met or exceeded.
• Assist internal service teams during peak periods to support client deliverables and timelines.
• Support execution of daily operational tasks aligned to service level agreements.
• Maintain consistency and accuracy in all assigned workstreams.
• Participate in weekly internal or client calls to report on issues and open items.
• Attend client meetings as requested to review service issues, updates, and deliverables.
• Communicate status updates and follow-ups related to assigned work.
• Escalate issues to Account Managers or leadership as needed.
• Support training of client contacts on system processes and basic functionality.
• Maintain Standard Operating Process Documents (SOPs) on all processes performed.
• Perform quality checks to ensure accuracy of processed data and service delivery.
• Ensure adherence to internal processes, compliance requirements, and service standards.
• Support audit readiness through accurate documentation and tracking.
• Use AI-enabled tools to help analyze patterns in support tickets and operational trends.
• Apply AI assistance to support documentation, knowledge base updates, and issue research.
• Identify opportunities to improve support workflows through automation and tooling.
• Contribute to continuous improvement of support processes, documentation, and operational practices.

Benefits

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care.
• Employer-funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
• Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work-life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.