Senior Benefit Analyst

Employment Status: Non-ExemptJob Type: Full TimeCompensation: HourlyLocation:Onsite, Milwaukee, WIReports to:Director, Project ManagerSummaryAs a Senior Benefit Specialist, you will be a trusted subject matter expert and team lead within our Concierge Team, delivering exceptional service while guiding others and driving continuous improvement. You will represent the heart of zizzl in every interaction, resolving complex benefit inquiries, mentoring team members, and shaping service excellence in a fast-paced, entrepreneurial environment.ResponsibilitiesLead day-to-day management of member relationships, resolving benefit-related issues with empathy and precision.Serve as an escalation point for complex inquiries, ensuring timely and thorough resolution across phone, email, and ticketing systems.Maintain high Net Promoter Scores through proactive communication and consistent service excellence.Function as a subject matter expert on benefit plans, zizzl technology, and service protocols.Provide informal coaching and support to junior team members, fostering a culture of learning and accountability.Monitor benefit and technology administration processes to ensure accuracy and prevent downstream issues.Collaborate cross-functionally to resolve systemic challenges and improve client experience.Lead or support special projects such as system testing, application field mapping, and documentation updates.Maintain deep knowledge of zizzl platforms to support inquiries and internal training.Document best practices and contribute to SOP development and training materials.Actively participate in zizzl-sponsored training and development initiatives.Champion company values every interaction, fostering a culture of service, inclusion, and continuous improvement.Represent the Concierge Team in cross-departmental meetings and strategic discussions.Support onboarding of new team members and assist with role-specific training.