About this role
Strada is a leader in people, payroll, and technology, simplifying international workforce management. The Delivery Senior Associate – Tier Two Case Team will support complex case and issue resolution while partnering with the Operations Supervisor to ensure operational excellence and exceptional customer experience.
Responsibilities:
- Accurately and timely process Tier Two Case and Issue tickets, including COBRA enrollments, Appeals, Escalations, and complex benefit inquiries
- Conduct outbound callbacks
- Ensure work meets SLAs and quality standards
- Act as SME for the Case Team
- Maintain advanced knowledge of benefits and HR services
- Assist the Operations Supervisor with evaluations, audits, coaching, and training support