Customer Account Analyst

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

The Customer Account Analyst (Benefits team) works closely with internal service teams to ensure that client expectations are continually met or exceeded through accurate and timely processing of benefits administration services.

This role provides operational and administrative support for client benefit programs, including enrollment processing, data validation, and issue resolution. The Customer Account Analyst supports day-to-day operations, assists in service delivery, and ensures accuracy and compliance within the PlanSource platform.

Key Responsibilities

Benefits Administration & Processing

• Support administration of client benefit programs, including enrollment processing, updates, and data validation.
• Assist in processing client changes, eligibility updates, and ongoing service requests.
• Perform system updates and ensure accurate configuration of benefit plans and employee data.
• Support open enrollment and renewal activities for assigned clients.

Client Support & Issue Resolution

• Provide Tier 1 & Tier 2 support for client inquiries related to benefits processing and administration.
• Research and resolve issues related to enrollments, eligibility, and benefits data.
• Work with internal teams to identify and resolve discrepancies impacting client service.
• Ensure that client expectations are continually met or exceeded.

Operational Support & Execution

• Assist internal service teams during peak periods to support client deliverables and timelines.
• Support execution of daily operational tasks aligned to service level agreements.
• Maintain consistency and accuracy in all assigned workstreams.
• Participate in weekly internal or client calls to report on issues and open items.

Client Engagement & Communication

• Attend client meetings as requested to review service issues, updates, and deliverables.
• Communicate status updates and follow-ups related to assigned work.
• Escalate issues to Account Managers or leadership as needed.
• Support training of client contacts on system processes and basic functionality.

Quality, Documentation & Governance

• Maintain Standard Operating Process Documents (SOPs) on all processes performed.
• Perform quality checks to ensure accuracy of processed data and service delivery.
• Ensure adherence to internal processes, compliance requirements, and service standards.
• Support audit readiness through accurate documentation and tracking.

AI Enabled Support & Continuous Improvement

• Use AI-enabled tools to help analyze patterns in support tickets and operational trends, and accelerate root-cause analysis with appropriate validation.
• Apply AI assistance to support documentation, knowledge base updates, and issue research.
• Identify opportunities to improve support workflows through automation and tooling.
• Contribute to continuous improvement of support processes, documentation, and operational practices.

Success Indicators

• Accuracy & Data Integrity: Ensures enrollment, eligibility, and benefits data are processed accurately with minimal errors.
• Timeliness & SLA Performance: Completes tasks and service requests within established timelines.
• Issue Resolution & Support: Effectively resolves client and operational issues with strong follow-through.
• Operational Consistency & Compliance: Maintains adherence to processes, documentation standards, and regulatory requirements.

Preferred Qualifications

Experience & Education

• 1–2 years of experience in benefits administration, operations, or a related support role.
• Experience working with enrollment processing or HR/benefits platforms preferred.

Technical & Professional Skills

• Proficient with Microsoft Office Suite.
• Advanced Microsoft Excel experience preferred.
• Ability to be an effective team member.
• Strong customer/service orientation.
• Excellent organization and prioritization skills.
• Strong data entry and accuracy skills.
• Excellent written and verbal communication skills.
• Ability to work outside normal hours during peak periods as needed.

At PlanSource, benefits are at the core of what we do, and we understand their impact on our employees and their families. That’s why we’ve designed our benefits program to support overall wellbeing across health, financial security, career growth, and work‑life balance.

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care. 
• Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage. 
• Dental & Vision planswith 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

Top 5 Reasons to join PlanSource

#5: Be part of what’s next in benefits technology 

Join a company redefining how benefits work. Backed by Vista Equity Partners, PlanSource is continuously investing in innovation, bringing together AI, automation, and human insight to simplify complex processes and deliver real outcomes. This is your opportunity to build the future of benefits at scale.

#4: Make an impact with technology our customers trust 

Our platform powers some of the most complex benefits programs in the market, and our customers rely on us to get it right. From a unified benefits ecosystem to AI-driven decision support, everything we build is designed to deliver clarity, confidence, and measurable impact for the people who use it every day.

#3: Be recognized, supported, and set up to thrive

We believe great work deserves recognition and real support. From meaningful rewards and recognition programs to a comprehensive approach to employee support, we invest in helping our people perform at their best and feel valued along the way.

Recognized as a top workplace, PlanSource has earned multiple Great Place to Work certifications and numerous awards, including Best Company for Culture, Work-Life Balance, and Compensation, reinforcing our commitment to an exceptional employee experience.

#2: Grow your career with intention

At PlanSource, career growth doesn’t happen by accident. With a strong track record of internal mobility, structured development paths, and opportunities to take on new challenges, you’ll have the support and flexibility to build a career that evolves with you.

#1: Be part of a culture built on connection and impact

Our culture is rooted in connection, inclusion, and shared success. Guided by our S.O.U.R.C.E. values, we lead with service by putting others first, approach challenges with optimism, and act with urgency to drive meaningful outcomes. We hold ourselves accountable through reliability, continuously grow through curiosity, and operate with efficiency to maximize the impact of our work. Here, diverse perspectives are valued and they directly shape how we collaborate, innovate, and deliver an exceptional experience for our customers.

NOTE: We will consider a remote employee for approved cities PlanSource can accommodate.

If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.

Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of PlanSource will only contact you from an email address ending in @plansource.com.  PlanSource will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.

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September 2026