Serve as a subject‑matter resource for Employee Navigator in client meetings and internal collaboration.
Perform root cause analysis to diagnose and resolve escalated platform and enrollment issues.
Service new and existing moderately (or greater) complex client Employee Navigator websites, following established SOPs and best practices.
Support moderate‑complexity (or greater) clients and enhancement projects.
Provide daily direct support to assigned clients and indirect support through teammate development.
Anticipate and respond to client questions related to benefits enrollment, eligibility, and system functionality.
Support open enrollment preparation, testing, validation, and post‑open enrollment issue resolution.
Promote teamwork, collaboration, knowledge sharing, and a positive, client‑focused approach.
Maintain accuracy, quality, and timeliness while managing multiple client priorities.
Interpret and follow SOPs and contribute recommendations for process and platform improvements related to Employee Navigator.

Associate’s or Bachelor’s degree or equivalent work experience
2–5 years of benefits technology or software implementation experience
Hands‑on experience with Employee Navigator required
Experience supporting benefits enrollment, eligibility, and platform configuration
Ability to quickly learn and apply new systems and concepts
Proficient with Microsoft Office Suite
Strong experience working with database‑driven, web‑based platforms
Professional, confident communication style with strong customer‑service skills
Exceptional attention to detail and strict deadline management
High level of discretion and confidentiality
Ability to travel occasionally if requested (less than 5%)
Experience in insurance, employee benefits, HR, or financial services environments preferred.

Customer Success Specialist – Employee Navigator

Key skills