Client Service Specialist at CLARITY BENEFITS SOLUTION (2025-01 – Present)
Demonstrated extensive expertise in U.S. Health & Welfare Benefits Administration, focusing on COBRA, Open Enrollment, Retiree Billing, and large population benefits.
- Administered COBRA eligibility, subsidies, continuation periods, and compliance in accordance with federal regulations.
- Oversaw end-to-end Retiree and COBRA billing processes, including premium calculations, monthly invoicing, arrears management, reinstatements, and terminations.
- Managed data updates, Qualified Life Events (QLEs), vendor file transmissions, EDI files, and compliance governance to ensure data accuracy and regulatory adherence.
- Executed reconciliations, refunds, credit adjustments, and dependent coverage audits, successfully reducing discrepancies through comprehensive data and process audits.
- Acted as the primary point of contact for 300 members, employer groups, and brokers, effectively resolving enrollment, Open Enrollment (OE), claims, and eligibility inquiries.
- Consistently attained 95% quality scores and 98% SLA compliance across all member and broker interactions.
- Streamlined broker onboarding by validating eligibility files, benefit structures, and EDI transmissions, resulting in a 30% reduction in group setup timelines.
- Increased successful enrollment submissions by 20% by leading members and brokers through plan options, documentation, and enrollment deadlines during OE periods.
Quality Assurance Associate 3 at Conduent Business Services India LLP (2022-07 – 2025-01)
Played a pivotal role in managing the Consolidated Omnibus Budget Reconciliation Act (COBRA) project, assisting retired or terminated employees with benefits enrollment and claims processing.
- Conducted comprehensive audits to ensure data accuracy, compliance with regulatory standards, and process integrity, thereby reducing discrepancies and enhancing operational efficiency.
- Collaborated with cross-functional teams to deliver complex projects within strict deadlines, leveraging strong coordination and problem-solving skills to achieve seamless execution.
- Mentored and coached junior associates, promoting their professional growth through knowledge-sharing sessions and hands-on guidance, which contributed to a more skilled and cohesive team.
Client Service Associate at Kfintech Private Technologies (2021-01 – 2022-06)
- Managed investor and distributor inquiries with a focus on prompt resolution, enhancing customer satisfaction and trust.
- Delivered exceptional support to investors through chat and email, providing clear and comprehensive assistance tailored to their needs.
- Oversaw project execution in alignment with organizational vision, ensuring timely completion and quality outcomes.
- Supported onboarding and training of new team members, fostering collaboration and knowledge-sharing to maintain high performance and operational consistency.
- Exhibited excellent multitasking abilities by managing competing priorities effectively, driving overall business success.
