Open Positions

Current opportunities to join our team:

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

Document Coordinator, Retirement

Position Summary:

The Retirement Document Coordinator supports the Retirement team ensuring client documents are processed accurately and timely on a daily basis.

Primary Responsibilities:

  • Retirement Client processing/collating
  • Scanning Retirement documentation
  • Faxing Retirement documentation
  • Process online Retirement updates
  • Processing Retirement account updates
  • Retirement update follow-up
  • Folding for Retirement department
  • Monitor fax management system for incoming faxes and manage processed faxes
  • Manage the Retirement statement process
  • Process incoming and returned mail for Retirement
  • Generate and mail out Retirement notifications, including statements, notices, etc.
  • Certified and regular mail handling
  • Fund prospectus fulfillment
  • Enrollment kit fulfillment
  • Service agreement fulfillment
  • Serve as back-up to other Documents Processors
  • Serve as back-up for reception desk coverage when necessary
  • Actively participate in process improvement by suggesting improvement changes, writing and quality checking processes and procedures, and annually reviewing procedures for updates/changes
  • Miscellaneous administrative dutiesand other tasks as necessary

Minimum Qualifications, Education and Experience:

  • High school diploma and/or working towards college degree or equivalent experience
  • Basic office experience
  • Qualified Retirement plan knowledge a strong plus

Key Knowledge, Skills, Abilities and Competencies:

  • Exceptional organization skills: ability to process, collate, and distribute numerous different types of documents on a daily basis and ensure the proper documents reach the proper end user in an acceptable amount of time
  • Strong multitasking skills: ability to work on multiple different tasks at once and not get bogged down with the minutiae or lose focus
  • Exceptional attention to detail: ability to concentrate on the minutiae that make up a larger job or issue; spot issues or inconsistencies that may contribute to a bigger picture and perform all tasks at an exceedingly high rate of accuracy
  • Strong prioritization skills: abity to manage your time and prioritize projects throughout the day to stay on top of schedule and maximize productivity; flexibility in completing daily tasks and assisting with coverage and additional projects as required
  • Repetitive tasks: ability to be engaged in performing repetitive daily tasks and keep a high level of accuracy
  • Physical demands include:
    • General office work
    • Ability to sit for long periods of time
    • Ability to lift 20 lbs.
    • Ability to work additional hours required during peak periods
    • This position requires the person to physically be in the office
    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
    • While performing the duties of this job, Associate is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and to reach with hands and arms; frequently required to stand, talk and hear

Wendy, 20 Years
"The main reasons I have stayed with TRI-AD for 20 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, 10 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, 17 years
"I like working at TRI-AD because I am encouraged to use my creativity to find ways to delight our clients."