Benefit Navigator

The Benefit Navigator provides knowledgeable, high‑touch guidance to team members navigating benefit life events and leave‑related processes. This mid‑level role acts as an empowered resource capable of independently resolving most benefit‑related inquiries, coordinating across Benefits, Leave of Absence (LOA), askHR, and Employee Health, and ensuring team members receive accurate, timely, and empathetic support.

Responsibilities

1. Team Member Navigation & Support (30%)

• Serve as a trusted resource for team members experiencing life events by providing comprehensive guidance regarding benefit programs, leave options, and available resources.
• Advise team members on eligibility requirements, enrollment actions, required documentation, and applicable timelines to support informed decision-making.
• Educate team members on the impact of leave on benefits, payroll deductions, arrears, and return-to-work requirements, ensuring a seamless and well-supported experience throughout the leave lifecycle.

2. Case Management & Resolution (20%)

• Manage and resolve routine and moderately complex benefits and leave inquiries by assessing, prioritizing, and coordinating activities, ensuring timely, accurate, and compliant outcomes.
• Collaborate with Benefits Analysts, Leave Specialists, and other subject matter experts when specialized review, policy interpretation, or system intervention is required.

3. Communication & Documentation Management (20%)

• Maintain thorough, accurate, and compliant case documentation within designated systems of record.
• Prepare and deliver professional, clear, and empathetic communications that promote understanding and minimize the need for follow-up inquiries.
• Interpret and explain benefit and leave policies, eligibility provisions, and program requirements to team members and leaders in a consistent and understandable manner.

4. Education & Resource Enablement (20%)

• Promote effective utilization of benefits and leave resources by guiding team members and leaders to appropriate systems, tools, self-service capabilities, job aids, FAQs, and educational materials that improve understanding and user adoption.
• Assist in development, maintenance, and enhancement of job aids, FAQs, reference materials, and educational content.
• Deliver foundational education to managers and team members regarding benefits administration processes, leave procedures, and available support resources.

5. Cross-Functional Collaboration & Continuous Improvement (10%)

• Partner with askHR, Benefits, Leave Administration, Employee Health, Payroll, and external vendors to ensure coordinated and seamless service delivery.

Contribute to process improvement initiatives and cross-functional projects by identifying recurring trends, service challenges, and opportunities to enhance operational efficiency, process standardization, and the overall team member experience.

Qualifications

Experience: 3 years of HR, Benefits, Leave and Customer Service 

Education: Bachelor's Degree required