Open Positions

Current opportunities to join our team:

Participant Services Supervisor

Position Summary:

The Participant Services Supervisor oversees the day-to-day operations of the Participant Services Center (call center), ensuring that TRI-AD customer service is within company standards.

Essential Duties and Responsibilities:

  • Provide a level of escalation to Participant Services Associates
  • Answer questions and help train Participant Services Associates
  • Take escalated calls from Participant Services Associates
  • Monitor work tickets to ensure that our service is within company standards
  • Monitor the queues to ensure that hold times and abandonment rates are kept within company standards
    • Track daily volume
    • Adjust schedules as needed
  • Provide ongoing training for current Participant Services Associates
  • Conduct monthly performance/goal setting review with Participant Services Associates
  • Monitor Participant Services Associates for quality
    • Provides monthly call monitoring
    • Reviews emails periodically
  • Develop, update and implement policies, processes and procedures
  • Identify and escalate priority issues
  • Backup other Participant Services Associates/team members
  • Provide feedback in order to coach and mentor direct reports
  • Develop an understanding of the underlying technologies that support our services
  • Adhere to standardized work processes, tools, and methodologies that improve quality and profitability
  • Utilize technology to analyze and improve process and procedures
  • Personnel management: Responsible for all aspects of direct people management, including timesheet review and approval, support of professional skill development, goal setting, providing feedback and performance reviews

Minimum Qualifications, Education and Experience:

  • Bachelors degree required, equivalent experience accepted
  • Minimum of one year experience administering employee benefit plans in one of the Health and Welfare areas (eligibility and enrollment, reimbursement plans (FSA, DCA, HRA, HSA etc.), continuation of benefits plans (COBRA, LOA, Retiree, Direct Bill), or Benefits Administration Services a plus
  • Minimum two years of customer service experience in a call center environment
  • Minimum one year of customer service supervisory experience
  • Current certifications in Flexible Compensation or COBRA administration a plus
  • Additional applicable professional certifications will be considered as an additional plus

Key Knowledge, Skills, Abilities and Competencies:

  • Lead and motivate: Understand what motivates each Associate so you know how to motivate the staff as a whole; strive to create an environment that encourages employees on personal level
  • Mentor: The ability to guide employees' career development
  • Provide coaching: Ask questions to understand the situation and provide solutions and actions via email and one-on-one training to ensure the phone representative learns how to approach the situation going forward
  • Time management: Exercise conscious control over the amount of time spent on specific activities to increase effectiveness, efficiency and productivity
  • Ability to work independently: Ability to work with little to no direction or supervision
  • Delegate projects: Ability to assign projects and ensure workloads are distributed effectively amongst the team
  • Research complex issues: Ability to make quality decisions and execute effectively on those decisions; solutions should reflect an understanding of all possible variables
  • Provide excellent customer service:
    • Patience: The ability to stay patient when the participant is confused and frustrated, while taking the time to truly figure out what they require
    • Attentiveness: The ability to really listen to the customer is crucial for providing great service
    • Clear communication skills: The ability to get to the problem quickly and clearly communicate to customers; keep it simple and leave nothing to doubt
    • Positive attitude: Maintain a cheery persona in spite of dealing with people who may be unpleasant or angry
  • Effective writing: The ability to craft a succinct response that addresses simple to complex inquiries in a tone that is appropriate for the intended audience, using proper organization, phrasing and grammar
  • Multitasking: The ability to approach multiple tasks and clearly establish which task is more important than others, then immersing yourself in your immediate task, but not forgetting about what needs to be done next
  • Knowledge of our service areas: 401(k), COBRA, Cafeteria Plans, Total Benefits Administration
  • Proficiency with MS office technology (Word, Excel, PowerPoint)
  • Logical thinker with strong problem-solving skills
  • Strong Interpersonal Skills: Capable of working well with diverse groups and individuals and express willingness to assist where needed
  • Physical demands include:
    • General office work
    • Ability to sit for long periods of time
    • Additional hours may be required during peak periods
    • This position requires the person to physically be in the office


Participant Services Associate (Positions available in Phoenix, AZ and Escondido, CA)

Position Summary:

The Participant Services Associate effectively responds to incoming participant calls and emails and professionally assists participants using available resources and sound judgment.

Essential Duties and Responsibilities:

  • Respond to participant inquires via phone calls, emails and voicemails within standard service level agreements
    • Answer incoming call within 60 seconds
    • Emails received before 2pm must be answered the same day
    • Emails received after 2pm must be answered by 10am the following day
    • Voicemails received before 4pm must be responded to the same day
  • Comfortable navigating multiple internal software programs while troubleshooting participant issues
  • De-escalate calls using available resources
  • Identify and escalate issues that require additional research
    • Place the caller on hold while a ticket is entered to be submitted to the research team for investigation
  • Complete ongoing training to become well-versed in different plan areas
  • Backup other Participant Services team members
  • Assist with updating process and procedures
  • Assist with any other activity as needed
  • Act as a team player
  • Exceptional attendance is required to ensure participant calls are answered in a timely manner and work is distributed fairly amongst team members

Minimum Qualifications, Education and Experience:

  • High School Diploma or GED
  • Some college preferred, equivalent experience accepted
  • Current certifications in Flexible Compensation or COBRA administration a plus
  • 1+ years of customer service experience analyzing and solving customer problems, or 1 year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
  • Experience administering employee benefit plans in one of the Health and Welfare areas: eligibility and enrollment, reimbursement plans (FSA, DCA, HRA, HSA etc.), continuation of benefits plans (COBRA, LOA, Retiree, Direct Bill), or Online Benefits Enrollment systems a plus

Key Knowledge, Skills, Abilities and Competencies:

  • Provide excellent customer service:
    • Patience: The ability to stay patient when the participant is confused and frustrated, meanwhile taking the time to truly figure out what the caller wants
    • Attentiveness: The ability to really listen to customer is crucial for providing great customer service
    • Clear communication skills: the ability to get to the problem at hand quickly and clearly communicate to customers, keep it simple and leave nothing to doubt
    • Positive attitude: maintain a cheery persona in spite of dealing with people who may be unhappy
  • Effective delivery of varied communication styles: The ability to understand your own natural style of communication and adapt that style to varied communications styles of others to ensure effective communication
  • Multitasking: the ability to approach multiple tasks and clearly establish which task is more important, then immerse yourself in immediate task, while not forgetting about what remains to be done next
  • Effective writing: the ability to craft a succinct response that addresses simple to complex inquiries in a tone that is appropriate for the intended audience, using proper organization, phrasing and grammar
  • Team player: the ability to willingly work in cooperation with others. This means being accountable, as the team counts on each member to be at work everyday in order for work distributed fairly and to maximize customer service. This includes arriving to work on time and taking breaks and lunches on time to insure that no individual team member is being inundated with calls because another Associate did not take his/her break on time. Maintain an encouraging and optimistic attitude to avoid spreading negative energy. Maintaining an encouraging an encouraging an optimistic attitude is key to creating a collaborative thriving environment
  • Exemplify TRI-AD core values: integrity, service, initiative, positive attitude, accountability and empowerment
  • Physical demands include:
    • General office work
    • Ability to sit for long periods of time
    • Additional hours may be required during peak periods
    • This position requires the person to physically be in the office


Wendy, 21 Years
"The main reasons I have stayed with TRI-AD for 21 years are that I believe in TRI-AD's values and I appreciate the caring environment for the employees. I enjoy the Associates I work with and the relationships I've built, both while enduring the challenges and enjoying the successes together."

Christine, 11 Years
"I like working at TRI-AD because of the integrity I see in all levels of the company. The work environment is friendly and lends to the feeling of being part of a team. I LOVE my job!”

Steve Fritsche, 18 years
"I like working at TRI-AD because I am encouraged to use my creativity to find ways to delight our clients."