Open Positions

Current opportunities to join our team:

Client Service Manager I, Retirement

Position Summary:

The Retirement Client Service Manager (CSM) serves as the overall account manager for small- to mid-size clients, covering client management of Retirement services for all of TRI-AD’s service offerings: Daily Valuation Qualified Defined Contribution Plans, Non-Qualified Plans, Periodic Valuation Plans, and Defined Benefit Plans. The CSM is responsible for day-to-day delivery of services to an assigned group of clients; this includes: relationship building, directing internal resources to resolve client issues, actively consulting with clients to adopt TRI-AD and industry best practices, developing and fostering long-term client relationships by providing high quality, proactive client service and support and efficiently addressing and resolving service issues as they occur. The CSM is also accountable for managing the scope of services for each client, negotiating out of scope requests, and acting as the project manager on all client projects (new client implementations, etc.)

Essential Duties and Responsibilities:

  • Act as the overall owner of day-to-day client relationships and administrative services
  • Support the client invoicing process by reviewing work-in-progress reports and associate time/billing entry
  • Educate and train support staff on clients, benefit plans, systems, administrative procedures, relationship management, client negotiations, etc.
  • Identify and implement process improvements across the Retirement team to ensure consistent, efficient service delivery
  • Represent TRI-AD at client benefit fairs to educate participants on plan features and benefits
  • Escalate client issues to appropriate internal resources as needed
  • Develop a deep understanding of the underlying technologies, processes, and resources that support our services
  • Demonstrate the ability to use broad technical knowledge in working with clients to determine their needs and influence decisions and outcomes
  • Manage client technical issues by working and communicating effectively with the appropriate internal resources to identify the root cause, resolution, and alternatives
  • Coordinate TRI-AD’s response to technical and compliance issues (e.g., legal aspects, testing, reporting, etc.)
  • Assist with system design and development by creating user requirements for system enhancements
  • Simultaneously manage numerous client relationships of varying services, scope, and size
  • Effectively manage both client satisfaction and overall client profitability
  • Manage client expectations by providing ongoing, proactive communication on projects, deliverables, issue resolution, and other substantive items
  • Plan and lead annual client service review meetings and other client and internal meetings
  • Ensure completion and documentation of all items on the client service schedule for each aligned client
  • Provide ongoing communication to clients on project status, deliverables, timing, issue resolution, expectations, etc.
  • Manage the creation of service agreements and negotiate renewals, plan documents, plan amendments, billing, receivables, and scope-of-service
  • Manage client expectations and set appropriate pricing for out-of-scope work to ensure ongoing profitability
  • Manage the annual calendar of plan events including compliance deadlines, operational deadlines, participant education and enrollment, plan audits, and other items as necessary
  • Manage the implementation of new clients and new services for existing clients onto TRI-AD’s administrative services platforms
  • Manage the creation and communication of client plan and legal documents, including plan requirements, service agreements, schedules of fees, and banking agreements
  • Effectively lead new client implementations, including internal and third-party resources supporting the project
  • Implement and develop standardized work processes, tools and methodologies within the practice that improve quality and profitability while mitigating risk
  • Document and manage client change orders for new work processes or changes to existing processes
  • Ensure completion of tasks assigned to client contacts, such as data clean-up and file load discrepancy resolution
  • Ensure all client plan documentation and contact information is kept up-to-date in electronic document storage client management database
  • Assist clients with systems, plan design, and regulatory questions and issues
  • Educate and train clients on proper system usage, including leading system demos and webinars
  • Identify, design, and provide effective solutions to meet client needs
  • Have periodic calls/meetings with clients to better understand their business goals and benefits strategy
  • Identify, pursue, and close cross-sell opportunities to existing clients
  • Actively participate in new business development including finalist presentations, RFP support, and cultivation of referral sources
  • Ensure all personal work is completed on time with an extremely high level of accuracy
  • Adhere to standardized work processes, tools, and methodologies to improve quality and profitability
  • Track, update, and ensure resolution of all issues on client issues logs
  • Communicate performance guarantees and processing metrics to clients
  • Maintain an awareness of the volume and type of quality issues (e.g., work tickets) arising in order to more effectively and proactively consult with clients and internal resources to improve administration

Minimum Qualifications, Education and Experience:

  • Bachelor’s degree preferred. Master’s degree a plus, but not required
  • 3 –5 years of Retirement Administration industry experience with an emphasis on direct client management
  • Retirement operational and compliance expertise a plus
  • Knowledge of benefits and HR systems and business processes
  • Proficiency with office technology, information systems, analysis and project management tools
  • Knowledge of retirement regulations, plan design, and industry best practices
  • Applicable professional certifications will be considered as additional pluses

Key Knowledge, Skills, Abilities and Competencies:

  • Strong interpersonal communication and relationship-building skills
  • Ability to plan and lead client meetings in a professional, consultative, and effective manner
  • Proficiency with MS office technology (Word, Excel, PowerPoint)
  • Experience with benefits and/or HR information systems and project management tools
  • Clear, concise, and accurate oral and written communication skills
  • Ability to multitask and work on several projects simultaneously while working under pressure to meet deadlines
  • Logical thinker with strong problem-solving abilities
  • Excellent planning and organizational skills
  • Problem solving and resolution skills: The CSM must be able to manage clients through issues by effectively managing internal resources to identify the root cause, resolution, client alternatives, etc.
  • Negotiation skills: The CSM must be able to manage client expectations, reset expectations when appropriate, manage profitability for out-of-scope work, etc.
  • Ability to use broad technical knowledge and industry expertise determine client needs and influence decisions and outcomes
  • Capable of working well with diverse groups and individuals and willingness to assist where needed
  • Ability to travel to client sites with occasional overnight stays
  • Physical demands include:
    • General office work with some travel to client sites (via ground and air transportation)
    • Travel (0-25%)
    • 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. Associate is frequently required to stand, talk and hear


Banking/Reconciliation Department Manager

Position Summary:

This position manages our Client Banking and Reconciliation department. This includes all client-related banking transactions, many of which are handled via our relationship with California Bank & Trust. This position will oversee all daily banking functions and transactions requiring the oversight of the CB&T online banking system, which includes new account set up, user access management and overall system configuration. This position also is responsible for monthly and annual client bank and plan account reconciliations and general client support of banking activity and reporting. Currently, this position oversees two full-time staff members.

Essential Duties and Responsibilities:

  • Manage the client banking relationship and client banking processes with CB&T
    • Possess an expert understanding of CB&T online banking system
    • Manage set up of new users, new accounts and administration systems
    • Oversee production of daily online transactions (working through banking administrator role)
    • Troubleshoot escalated banking discrepancies that need research
    • Manage all banking activity controls (operational and security)
    • Monitor quarterly analysis fees
  • Manage and perform bank and plan account reconciliations; reconcile the underlying bank account or cash account to the corresponding operational administration system of record. The following service areas require monthly reconciliations of different types:
    • COBRA and Direct Billing administration transactions
    • Reimbursement (FSA/HSA/Commuter. Etc.) administration transactions
    • Premium Billing administration transactions
    • Other miscellaneous bank accounts
  • Ensure that effective accounting controls and reconciliation processes are in place for all service areas within TRI-AD
  • Develop and monitor financial controls for all banking transactions and approval process
  • Provide necessary input to operational processes needed to be changed to ensure accurate reconciliation processes can be implemented
  • Support SSAE 18 SOC 1 audit by managing banking controls and responding to audit requests
  • Develop and oversee ongoing audit controls necessary to help ensure that banking processes are being performed and maintained in a manner that minimizes reconciliation issues
  • Oversee two full time employees both of which support account reconciliations and daily banking administration function
  • Oversees off-shore reconciliation support staff
  • Telephone and computer utilization

Minimum Qualifications, Education and Experience:

  • Bachelor’s degree in business or accounting or commensurate banking experience
  • Online banking system transaction processing
  • Management or supervisory experience
  • General accounting and bank account reconciliations
  • Familiarity with financial or banking controls and processes

Key Knowledge, Skills, Abilities and Competencies:

  • Strong accounting and reconciliation skills required
  • Attention to detail and troubleshooting skills a must
  • Strong Excel skills required
  • Strong troubleshooting/reconciliation skills, working with large transaction sets
  • Ability to solve problems and develop best practices for new processes
  • Strong customer support perspective with professional interpersonal skills
  • Enjoys developing and mentoring team members/direct reports


Operations Processor, Health & Welfare

Position Summary:

The Operations Processor supports the Client Operations Specialist team, ensuring participants’ documents are processed accurately and timely on a daily basis. This position also performs audits for the Performance Guarantee Clients, the Carrier Invoices, and COBRA terminations to ensure that quality assurance within the Reimbursement and Continuation of Benefits operations services are within the standards set by TRI-AD.

Essential Duties and Responsibilities:

  • Process and collate COBRA client forms/notices
  • Scan COBRA and FSA documentation
  • Fax COBRA documentation to carriers
  • Process online COBRA updates
  • Process Premium Billing account updates
  • Complete COBRA update follow-ups
  • Fold (operate folding machine) for FSA and COBRA departments
  • Monitor fax management system for incoming faxes and manage processed faxes
  • Prepare FSA claims, attaching artifacts to participant claims
  • Process and disburse FSA/COBRA emails
  • Process incoming and returned mail for FSA, COBRA, Benefits Administration
  • Generate and mail out claim denials and notifications
  • Handle certified and regular mail
  • Fulfill Welcome Kits and Employee Statements (HSA, FSA)
  • Fulfill Benefit Options Statements and Confirmations for Benefits Administration
  • Fulfillment of Open Enrollment materials
  • Perform quarterly Performance Guarantee Audits for the Reimbursement and Continuation of Benefits clients. Consists of auditing FSA and COBRA accounts and compiling all results for the Client Services team to report to the client
  • Perform daily COBRA Termination audits to ensure proper documentation of terminations
  • Audit incoming carrier invoices against internal records. When necessary reach out to carriers for un-delivered invoices
  • Coordinate with Client Operation Specialists when discrepancies are found during audits, to get participant accounts updated
  • Inform and escalate discrepancies and resolutions to the Client Services Manager
  • Track and document results of all audits
  • Serve as a backup to other Processors
  • Serve as a backup for front desk (reception/phones) when necessary
  • Participate in process improvement by suggesting improvement changes, writing and quality checking processes and procedures, and annually reviewing procedures for updates or changes
  • Handle miscellaneous administrative duties or perform other tasks as necessary

Minimum Qualifications, Education and Experience:

  • High School Diploma and working towards college degree or equivalent experience
  • Bachelor's degree a plus
  • Minimum of 1 – 2 years basic/general office experience
  • 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 Administration services a plus
  • Current certifications in Flexible Compensation or COBRA Administration a 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 lose focus, bouncing randomly from one task to another
  • 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; perform all tasks at an exceedingly high rate of accuracy
  • Strong prioritization skills: able to manage your time and prioritize projects throughout the day to stay on top of schedule and maximize productivity; be flexible when it comes to daily tasks, assisting with coverage, and additional projects as required
  • Repetitive tasks: ability to be engaged in performing repetitive daily tasks while maintaining a high level of accuracy
  • Physical demands include:
    • General office work
    • Ability to sit for long periods of time
    • Ability to lift 20 pounds
    • 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."