Vimly Benefit Solutions

Client Services Representative

• Provide prompt, personalized service via phone, email, and follow-up communication.
• Manage RingCentral inbound and outbound calls while maintaining professionalism and call quality.
• Deliver first-call resolution for benefit, reimbursement, billing, COBRA, claims, enrollment, and eligibility inquiries.
• Support members through Qualifying Life Events (QLEs), explaining required documentation and next steps.
• Assist with ID card requests, including research, reorders, and carrier follow-up.
• Handle overage dependent reviews, notifications, and eligibility processing.
• De-escalate emotionally charged situations using empathy, active listening, and clear communication.
• Complete and manage Salesforce Case Types, including: EE-Level Enrollment/Eligibility Cases (member adds, terms, demographic corrections, plan changes, etc.) ER-Level Employer Changes (group demographics, group adds/updates, corrections) ID Card Cases.
• Investigate and resolve benefit, reimbursement, denial, and claims-related questions.
• Own resolution of errors when they occur and ensure transparent communication with members and internal teams.
• Make outbound calls to gather missing information, provide updates, or close open cases.
• Fulfill one-off reporting requests for internal teams, brokers, or employers as needed.
• Maintain client records and document discrepancies or updates accurately.
• Provide general administrative support and contribute to special projects.
• Assist other business units when workload demands or cross-functional needs arise.
• Manage multiple systems in a dual‑monitor environment to support high call volume efficiently.
• Handle user management tasks within assigned systems as directed (e.g., access, updates, troubleshooting).
• Log into phone systems on time and adhere to scheduled breaks and productivity expectations.
• Maintain a distraction-free home workspace with reliable high-speed internet.
• Protect confidentiality and maintain compliance with HIPAA and privacy standards.

Client Services Specialist, Tier 1 Support

Payroll

• You own payroll end-to-end for all U.S. employees across multiple states running cycles on time, catching errors before they hit employee paychecks, and fielding questions with a calm, informed answer.
• You coordinate with our Employer of Record (EOR) to ensure payroll is processed accurately and on schedule.
• You handle benefits administration: enrollments, qualifying life events, premium reconciliations, and vendor communications without waiting to be asked.
• You respond to employee inquiries about pay, deductions, and benefits accurately, promptly, and with discretion.
• You field new hire onboarding setup in the HRIS - creating records, assigning pay groups, confirming benefit enrollments - and partner with HR to make sure nothing falls through the gap between offer acceptance and first paycheck.
• You pull headcount and workforce cost reports that HR and Finance use for planning, and you take the initiative to understand what stakeholders actually need rather than just running what has always been run.
• When HR needs support on a people-related project or initiative, you are a reliable partner; You understand the data, know the systems, and can contribute meaningfully without needing to be brought up to speed.
• You are comfortable stepping into HR-adjacent work as the role evolves, bringing your financial and systems knowledge to support broader people operations when needed.

Payroll and Benefits Administrator

Customer Success Manager

• Serve as a strategic partner and trusted advisor to clients
• Ensure clients achieve desired outcomes through benefits administration and BPO solutions
• Lead cross-functional efforts to deliver exceptional service
• Foster long-term relationships with customers
• Facilitate regular internal and external client meetings
• Collaborate with clients to define success metrics and develop actionable plans
• Handle escalated inquiries and ensure timely resolution
• Identify trends in customer inquiries and feedback to drive improvement
• Monitor SLA adherence to ensure consistent service delivery

Client Services Specialist, Tier 1 Support

Payroll and Benefits Administrator

Client Success Manager