Senior Benefit Analyst

Description

Employment Status: Non-Exempt

Job Type : Full Time

Compensation : Hourly

Location: Onsite, Milwaukee, WI

Reports to: Director, Project Manager

Summary

As 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.

Responsibilities

• Lead 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.

Requirements

• Candidate must demonstrate zizzl's core values of authentic hospitality, dependable excellence, and optimistic energy in past, present and future interactions with colleagues, clients, and partners.
• zizzl is a young and growing company. Candidate must demonstrate a willingness to pitch-in.
• Candidate must be able to demonstrate achievements that reflect grit, courage, and excellence.
• Candidate must demonstrate a desire to work in a high performance, open, and collaborative environment with a constant stream of honest communication, productive conflict, change, innovation, and iteration. Highlighting time-management, multi-tasking, and written/verbal communication skills in a team-based environment.
• Candidate must always maintain a positive and professional attitude, providing personalized engaging interactions with internal and external resources.