Benefits Implementation Specialist II

Eastern Insurance

At Eastern Insurance, we strive to be true to our customers, communities, and the valued employees who help us carry out our mission. If you’re looking for a rewarding career opportunity with a company that offers a competitive salary and comprehensive employee benefits program, you’ve come to the right place.


We are currently hiring for an Account Executive/Benefits Implementation Specialist.  This individual will drive Benefits Administration adoption, retention, and growth by delivering high level business value, and cultivating deep customer relationships with our business’s benefits administration clients. This energetic leader will be responsible for all aspects of benefits administration account management, systems adoption, and customer success planning. 

Responsibilities included but are not limited:


1. Cultivate and maintain thorough understanding of group benefits and all internal systems (bswift and Navigator) to provide resolution to general and specialized client requests or issues (email and voicemail) within 24 hours; maintaining ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates; leverage independent research to resolve issues. 

a. Answer Emails & Calls In 24 Hours; Own Requests / Questions Related to Eligibility, Enrollments, Approvals, Etc.

c. Reduce and Eliminate Manual Data Entry at Every Opportunity (Internally and Externally) – suggest integrations to clients and refer to Team Lead / Sales

d. Payroll Integration Servicing, Reporting Servicing

2. Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.

a. Prepare and conduct client training (such as new client admin training, open enrollment, release functionality changes, etc.) 

b. Lead and create agendas and materials for Benefit Admin client meetings 

c. Closely manage and nurture accounts to identify and eliminate risk of attrition

d. Ensure customers are aware of and educated on new features and releases

3. Develop, own, and promote a formal stewardship protocol to dovetail with client service calendar. 

4. Assist team in site implementation calls, client service during ongoing build. 

a. Work with client to build and test all enrollment rules (New Hire, Life Event, Termination, etc.)

5. Create and regularly update all client training materials such as printed guides and webinar recordings.


6. Work as part of a team and collaborate with colleagues 

a. Look for and help drive continuous process improvements/efficiencies

b. Increase group and vol benefits knowledge

c. Increase excel proficiency

d. Coach and mentor other team members; share new ideas and customer needs with vendor service teams throughout all phases of product life cycle

e. Assist in sales and marketing activities as needed

f. Responsible for special projects as assigned

Education and Experience 

• A Bachelor’s Degree from a four-Year College or university

• 2+ years of customer success, account management, or sales experience in payroll, employee benefits, human resources or similar industry

• Broad knowledge and experience in software implementation processes and systems

• General knowledge of Group Employee benefits and payroll systems a plus


• Works is performed under indirect supervision.  Has the ability to quickly sort through complex subject material and make timely and independent decisions in an ambiguous, fast-paced atmosphere.  Seeks assistance and/or input from department manager on an as needed basis.

• High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness

• Intermediate or better Microsoft excel skills: pivot tables and vlookup functions a must

• Broad knowledge and experience in software implementation processes and systems

• Excellent communication skills, including issue tracking, triaging and crisis management

• Ability to efficiently manage multiple customer projects simultaneously

• Communicates with and understands the value of internal and external customers 

• Effectively communicate technical information to non-technical audiences

• Delivers informative, well-organized presentations

• Understands how to communicate difficult/sensitive information tactfully

• Continually seeks opportunities to increase customer satisfaction and deepen client system knowledge

• Manages client expectations effectively

• Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards

• General knowledge of payroll systems integration a plus