Open Positions

Current opportunities to join our team:

Health & Welfare Client Service Manager II

Position Summary:

The Client Service Manager (CSM) II serves as the overall account manager for large and/or mid-size clients, covering all of TRI-AD’s Health & Welfare (H&W) administrative service offerings: eligibility, enrollment, reimbursement accounts (FSA, HSA, Commuter, etc.), COBRA, Direct Bill and Voluntary Products. The CSM II is responsible for developing and fostering long-term client relationships, providing consultative, proactive client service support and efficiently resolving service issues as they occur. The CSM II is also accountable for managing the scope of services for each client, negotiating out-of-scope requests and acting as the project manager on new client implementations and annual open enrollment, etc.

Essential Duties and Responsibilities:

  • Act as the overall owner of day-to-day client relationships
  • Work closely with client contacts to establish a thorough understanding of client requirements, business needs and overall benefit strategy
  • Support the client invoicing process by reviewing work-in-progress reports and Associate time/billing entries
  • Educate and train support Associates on clients, benefit plans, systems, administrative procedures and relationship management
  • Identify and implement process improvements across the H&W team to ensure consistent, efficient service delivery
  • Represent TRI-AD at client benefit fairs and enrollment meetings to educate participants and encourage enrollment
  • Escalate client issues to appropriate internal team members as needed
  • Possess an understanding of the underlying technologies 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.)
  • Simultaneously manage numerous client relationships of varying services, scope, and size
  • Effectively manage both client satisfaction and overall client profitability
  • Organize and conduct client service review meetings
  • Ensure completion and documentation of all items on the client service schedule for each assigned client
  • Provide ongoing communication to clients on project status, deliverables, timing, issue resolution and expectations
  • Manage client expectations and provide responsive and proactive communication to gain the client’s confidence
  • Manage the creation of service agreements and negotiate renewals
  • Manage the annual benefits open enrollment process for the client and internal work teams
  • Manage the implementation of new clients and new services for existing clients onto TRI-AD’s administrative services platforms
  • Manage the communication of client plan and legal documents, including plan requirements, service agreements, schedules of fees, and banking agreements
  • Document and manage client change orders for new work processes or changes to existing processes
  • Ensure all client plan documentation and contact information is current document storage and contact management
  • 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
  • Manage other Associates within the department as needed
  • Identify, pursue, and close cross-sell opportunities to existing clients
  • Participate in the new client sales process by assisting with RFP responses, proposal creation and participating in finalist meetings
  • 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 client inquires in a timely manner
  • Communicate performance guarantees and process metrics to clients
  • Maintain an awareness of the volume and type of any quality issues 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
  • 5+ years of benefits administration or employee benefits industry experience
  • 3+ years of direct client management experience
  • Knowledge of benefits and HR systems and business processes
  • Applicable professional certifications will be considered as additional pluses

Key Knowledge, Skills, Abilities and Competencies:

  • Self-starter with strong interpersonal communication and relationship-building skills
  • Ability to plan and lead client meetings in a professional and consultative manner
  • Proficiency with MS Office (Word, Excel, PowerPoint)
  • Experience with benefits and/or HR information systems and project management tools
  • Concise and accurate oral and written communication skills
  • Ability to multitask and work on several projects simultaneously while under pressure to meet deadlines
  • Ability to think creatively with strong problem-solving abilities
  • Excellent planning and organizational skills
  • Versatile in working with diverse groups and individuals; willing to train and assist as 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
    • 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
Health & Welfare Alliance Implementation Manager

Position Summary:

The Alliance Implementation Manager serves as the overall project manager for new Alliance Clients, covering primarily reimbursement accounts (FSA, HSA, HRA and Commuter) COBRA and Direct Bill accounts. The Alliance Implementation Manager is accountable for managing the implementation project for new clients. The Alliance Implementation Manager works with Technical Support, Client Services, IT, Operations, Clients and Vendors providing overall project management by managing a timeline and project plan based on the project scope in connection with TRI-AD’s H&W administrative systems. The Alliance Implementation Manager is responsible for gathering and documenting requirements, performing analysis, data support, configuration, update and documenting meeting notes throughout the project and monitoring the project to ensure all deliverables are met.

Essential Duties and Responsibilities:

  • Manage overall implementation projects for new clients and new services
  • Create and update project plan and timeline
  • Support Alliance Client Service Managers when meeting with clients to provide technical benefits and systems consulting support and oversee project plan
  • Configure all new client plan set-ups into the system(s)
  • Coordinate all new vendor set-ups as necessary to support new clients
  • Act as a liaison to the IT programming and data management teams to resolve client issues and implement system changes
  • Identify and implement process improvements across the H&W team to ensure consistent, efficient service delivery
  • Escalate client and vendor issues to appropriate internal resources as needed
  • Perform routine daily support activities for new clients until hand-off to Operations
  • Coordinate hand-off to Operations once implementation is completed
  • Perform special request projects: out-of-scope projects as approved by TRI-AD management and Alliance Partners (special reports, audits)
  • Actively participate in process improvement by suggesting improvement changes, writing and QA’ing processes and procedures and annually review of procedures for updates/changes
  • Provide training for new clients, assist in training existing clients, and internal Associates on system functionality
  • Serve as a back-up for other H&W Associates when needed
  • Serve as the subject matter expert on the underlying technologies that support our services
  • Provide first-line support for system configuration and performance issues
  • Demonstrate the ability to use detailed technical knowledge in working with clients and their vendors 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
  • Assist with system design and development by creating user requirements for system enhancements
  • Manage projects to ensure successful delivery
  • Serve as project manager for application enhancements, new products, and data/file implementations
  • Perform and assist in managing all system configuration work
  • Lead the technical components of the requirements gathering and system design processes for system changes
  • Coordinate and provide support to the IT team on requirements for incoming demographic files and outgoing payroll and carrier files
  • Participate in new system requirements, design, development support, and testing
  • Perform any other task as required

Minimum Qualifications, Education and Experience:

  • Bachelor’s degree or equivalent experience accepted; Master's degree a plus
  • Minimum of 3 years’ experience administering employee benefit plans in one of the Health and Welfare areas Benefits Administration (eligibility and enrollment), reimbursement plans (FSA, DCA, HRA, HSA etc), or continuation of benefits plans (COBRA, LOA, Retiree, Direct Bill) services a plus
  • Minimum 1 year experience working with clients
  • Experience managing a project plan
  • Current certifications in Flexible Compensation or COBRA administration a plus
  • Applicable professional certifications considered a plus

Key Knowledge, Skills, Abilities and Competencies:

  • Effective Writing: 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
  • Exceptional Attention to Detail: Ability to concentrate on the minutiae that make up a larger job or issues. View and enter detailed data accurately, spot inconsistencies or patterns that may contribute to a bigger picture, sift through noise or non-relevant data to isolate an issue, perform all tasks at an exceedingly high rate of accuracy
  • Exceptional Time Management: Executing the proper planning and control over the amount of time spent on specific activities including effective prioritization skills, ability to recognize what is important, understand the difference between urgent and important and avoid becoming overwhelmed in order to meet participant or client expectations. Ability to consistently meet deadlines and/or communicate challenges early to re-prioritize tasks and/or deploy additional resources as necessary
  • Effective Delivery of Varied Communication Styles: Ability to understand your own natural style and adapt that style to varied communication styles of others to ensure effective communication occurs
  • Adaptability and Flexibility to Work in Teams or Independently: Ability to work interdependently, requiring you to communicate well and often and/or recognize each member of the team for their important contributions to meet the common goal or deadline and are 100% accountable for each others' contributions, supporting differing viewpoints. Taking initiative and working independently when needed, working at a pace that is sustainable with self-monitoring and self-correcting to meet objectives and deadlines, taking full ownership of outcomes
  • Intermediate Level Excel Skills: Ability to create spreadsheets, enter basic formulas (e.g., Vlookup, pivot tables), modify print functions, sort and filter data and save/rename files
  • Project Management Skills: Ability to lead a multi-person project from start to finish, including implementation of new clients
  • Problem solving skills: Ability to evaluate a situation/issue and determine a strategy for resolution
  • Ability to multi-task and work on several projects simultaneously while working under pressure to meet deadlines
  • Excellent planning and organizational skills
  • Physical demands include:
    • 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
    • Lift 20 pounds
    • Additional hours may be required during peak periods


Health & Welfare Alliance Client Service Manager

Position Summary:

The Alliance Client Service Manager serves as the overall account manager for our Alliance Clients covering primarily reimbursement accounts (FSA, HSA, HRA and Commuter) COBRA and Direct Bill accounts. The Alliance Client Service Manager is accountable for managing the scope of services for each client and acting as the project manager on all client projects. The Alliance Client Service Manager works with the Reimbursement and Continuation of Benefits Operations Team, Participant Services, and the Alliance Partners, Clients and Participants to research, resolve and respond to client, participant, and plan issues for all clients engaged in Reimbursement and Continuation of Benefits services.

Essential Duties and Responsibilities:

  • Act as a liaison between TRI-AD and the Alliance Partner’s account management team
  • Act as the overall owner of day-to-day client relationships and administrative services
  • Manage all aspects of Alliance Partner clients, including project management, plan documents, banking agreements, communications, etc.
  • Support the Alliance Partner invoicing process by reviewing work-in-progress reports and Associate time/billing entry
  • Manage client and participant issues using appropriate internal resources as needed
  • Coordinate TRI-AD’s response to technical and compliance issues (e.g., legal aspects, testing, reporting, etc.)
  • Research, resolve and respond to participant-level operations questions and issues from participants and clients
  • Act as liaison between Participant Services, and Operations for participant issues, facilitating client or Alliance Partner contact where necessary
  • Configure all new client plan add-on services, terminations, into the system(s)
  • Coordinate all existing third party vendor relationships' maintenance as necessary to support ancillary services
  • Manage Open Enrollment activities including: managing client expectations, and gathering information, configuring plans and changes, adding/deleting third party vendor activities, coordinating QA and file activities and monitoring fulfillment activities
  • Perform routine daily support activities (daily payroll, discrepancies, scan, work-in-progress reports, work tickets, emails, client email boxes)
  • Perform special request projects/out-of-scope projects as approved by TRI-AD management and Alliance Partner (special reports, audits). Ability to identify issues that may impact the client and/or participant experience and complete root cause analysis, including presentation of the issue, root cause and recommended solutions to leadership team
  • Actively participate in process improvement by suggesting improvement changes, writing and QA’ing processes and procedures and annually reviewing procedures for updates/changes
  • Assist in training clients and internal Associates on system functionality
  • Serve as a back-up other H&W Associates when needed
  • Perform other tasks as required

Minimum Qualifications, Education and Experience:

  • Bachelor’s degree or equivalent experience accepted; Master's degree a plus
  • Minimum of three years of experience administering employee benefit plans in one of the Health and Welfare areas Benefits Administration (eligibility and enrollment), reimbursement plans (FSA, DCA, HRA, HSA, etc.), or continuation of benefits plans (COBRA, LOA, Retiree, Direct Bill) services a plus
  • Minimum of one year experience working with clients
  • Current certifications in Flexible Compensation or COBRA administration a plus
  • Applicable professional certifications a plus

Key Knowledge, Skills, Abilities and Competencies:

  • Effective Writing: 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
  • Exceptional Attention to Detail: Ability to concentrate on the minutiae that make up a larger job or issues. View and enter detailed data accurately, spot inconsistencies or patterns that may contribute to a bigger picture, sift through noise or non-relevant data to isolate an issue, perform all tasks at an exceedingly high rate of accuracy
  • Exceptional Time Management: Executing the proper planning and control over the amount of time spent on specific activities including effective prioritization skills, ability to recognize what is important, understand the difference between urgent and important and avoid becoming overwhelmed in order to meet participant or client expectations. Ability to consistently meet deadlines and/or communicate challenges early to re-prioritize tasks and/or deploy additional resources as necessary
  • Effective Delivery of Varied Communication Styles: Ability to understand your own natural style and adapt that style to varied communication styles of others to ensure effective communication occurs
  • Adaptability and Flexibility to Work in Teams or Independently: Ability to work interdependently, requiring you to communicate well and often and/or recognize each member of the team for their important contributions to meet the common goal or deadline and are 100% accountable for each others' contributions, supporting differing view points. Taking initiative and working independently when needed, working at a pace that is sustainable with self-monitoring and self-correcting to meet objectives and deadlines, taking full ownership of outcomes
  • Intermediate Level Excel Skills: Ability to create spreadsheets, enter basic formulas (e.g., Vlookup, pivot tables), modify print functions, sort and filter data and save/rename files
  • Physical demands include:
    • 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
    • Lift 20 pounds
    • Additional hours may be required during peak periods


Health & Welfare Client Operations Specialist I

Position Summary:

The Client Operations Specialist I works with the Reimbursement and Continuation of Benefits operations teams, Client Services, Participant Services, clients and participants to research, resolve and respond to participant, client and plan set-up issues for all clients engaged in Reimbursement, Continuation of Benefits, Direct Bill, Leave or Absence and Retiree services.

Essential Duties and Responsibilities:

  • Research, resolve and respond to participant-level operations questions and issues from participants and clients
  • Act as liaison between Participant Services, Operations and Client Services for participant issues, facilitating client contact where necessary
  • Configure all new client plan set-ups and add-on services or terminations into the system(s)
  • Coordinate all new and existing third party vendor relationships, set-ups and maintenance as necessary to support ancillary services with vendor partners
  • Coordinate Open Enrollment operations activity including configuring plans and changes, adding/deleting third party vendor activities, coordinating QA and File activities and monitoring fulfillment activities
  • Inform and escalate unresolved participant, client or system issues to Client Service Manager
  • Perform routine daily support activities (daily payroll, discrepancies, scan, work-ingprogress reports, work tickets, emails, client email boxes)
  • Perform quarterly Activities (Carrier Audits, Negative Balances)
  • Perform special request projects/out-of-scope projects as requested by Client (Special reports, Audits)
  • Actively participate in process improvement by suggesting improvement changes, writing and QA’ing processes and procedures and annually reviewing procedures for updates/changes
  • Assist in training clients and internal customers on system functionality
  • Serve as a back-up to other Operations Specialists, when needed
  • Perform any other task as required

Minimum Qualifications, Education and Experience:

  • Bachelor’s degree or equivalent experience accepted
  • Minimum of one year of 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 of one year of experience using any systems (Reimbursement systems, COBRAEas, Benefits Administration)
  • Current certifications in Flexible Compensation or COBRA administration a plus

Key Knowledge, Skills, Abilities and Competencies:

  • Effective Writing: 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
  • Exceptional Attention to Detail: Ability to concentrate on the minutiae that make up a larger job or issues; view and enter detailed data accurately, spot inconsistencies or patterns that may contribute to a bigger picture, sift through noise or non relevant data to isolate an issue, perform all tasks at an exceedingly high rate of accuracy
  • Exceptional Time Management: Executing the proper planning and control over the amount of time spent on specific activities including effective prioritization skills, ability to recognize what is important, understand the difference between urgent and important and avoid becoming overwhelmed in order to meet participant or client expectations; ability to consistently meet deadlines and/or communicate challenges early to re-prioritize tasks and/or deploy additional resources as necessary
  • Effective Delivery of Varied Communication Styles: Ability to understand your own natural style and adapt that style to varied communication styles of others to ensure effective communication occurs
  • Adaptability and Flexibility to Work in Teams or Independently: Ability to work interdependently, requiring you to communicate well and often and/or recognize each member of the team for their important contributions to meet the common goal or deadline and are 100% accountable for each others contributions, supporting differing view points; taking initiative and working independently when needed, working at a pace that is sustainable with self-monitoring and self-correcting to meet objectives and deadlines, taking full ownership of outcomes
  • Intermediate Level Excel Skills: Ability to create spreadsheets, enter basic formulas, copy/paste content or formulas, Vlookup, modify print functions, sort and filter data and save/rename files
  • Physical demands include:
    • General office work
    • Ability to sit for long periods of time
    • Lift 20 pounds
    • Additional hours may be required during peak periods
    • This position requires the person to physically be in the office


Information Technology Risk and Compliance Specialist

Position Summary:

The Information Technology Risk and Compliance Specialist will be responsible for all aspects of TRI-AD’s information technology risk management programs and compliance activity.

Essential Duties and Responsibilities:

  • Manage and maintain all IT-related policy and procedure documents, especially those relating to HIPAA, data security, availability, privacy and processing integrity
  • Coordinate/manage TRI-AD’s annual AT 101 SOC 2 audit and IT section of SSAE-16 SOC 1
  • Manage the corporate Risk Management program
  • Develop, implement, and maintain procedures for comprehensive business continuity program and ongoing testing activities
  • Oversee the design and execution of vulnerability assessments and penetration tests
  • Perform initial and annual security assessments on our third-party providers who have access to client-covered data
  • Responsible for responding to IT risk assessments from partners, prospects and clients
  • Provide support in responding to IT-related questions on RFPs and client inquiries
  • Understand clients' business environment and basic risk management approaches
  • Oversee coordination of a gap analysis process to help identify IT applications' ability to meet a business functions Recovery Time Objective (RTO) and Recovery Point Objective (RPO) and help develop recommendations to remediate gaps

Minimum Qualifications, Education and Experience:

  • BA/BS in information technology or related field
  • License/Certification in CISSP, CISA, CISM or equivalent preferred
  • Minimum of 5 years of experience in information security compliance
  • Minimum of 3 years of experience in health or financial services industry
  • Minimum of 3 years of experience leading cross-functional project teams
  • Ability to competently use project management tools to manage TRI-AD’s compliance and IT Risk Management projects
  • Experience managing HIPAA Privacy & Security regulations, SysTrust Principles, ISO/IEC 27001:2013 certification, SSAE-16 SOC 1 and AT 101 SOC 2 controls, data privacy laws, and other IT industry compliance best practices

Key Knowledge, Skills, Abilities and Competencies:

  • Demonstrate advanced understanding of IT business processes and internal SysTrust controls for managing security, privacy, availability and processing integrity
  • Competent Project Manager: Accurately plan people and resources on major projects involving cross-functional teams; create plans to accommodate likely changes and potential delays; display competent management of all ongoing projects activities involving cross-functional teams and resources, closely monitoring milestones and deliverables
  • Strategic Thinking: Demonstrate excellent ability to create long-term plans and identify the long-term implications of major decisions; constantly evaluate the alignment of business processes and activities to strategic direction, including identifying opportunities to create synergy with processes outside own area and organization; possess a good understanding of operating environment and industry norms that affect the Associate's role and TRI-AD’s, and use this understanding to inform activities
  • Excellent Results Orientation: Demonstrate abilities to: act as an advocate for focusing on results, cut through confusion to get at important tasks, constantly realign activity with overall results, adapt activities appropriately, employ strategies to exceed targets, continue to push own performance beyond targets
  • Excellent Oral and Written Communicator: Demonstrate active listening skills and probe to understand deeper meanings and ideas; effectively and accurately summarize complex ideas and situations; Excel in the ability to structure complex ideas and situations to quickly and effectively convey messages to all audience types; demonstrate proper grammar and effectively utilizes a wide vocabulary to convey thoughts, ideas, and actions
  • Competent Influencer and Negotiator: Ability to create compelling, logical arguments for point of view; seek to convince others by matching argument to audience’s perspective; build arguments to sell ideas effectively and create buy-in from internal team members; manage significant negotiations, working within constraints to create a mutually satisfactory outcome
  • Competent Relationship Manger: Ability to build strong relationships with people of varying levels of seniority; able to work through difficult circumstances affecting key relationships
  • Self-Confident and Resilient: Ability to maintain a consistent level of performance under pressure; demonstrate persistence to overcome major obstacles and actively seek feedback
  • Make Decisions: Ability to assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization
Software Development - Team Lead

Position Summary:

The Software Development Team Lead will report to the Software Development Director, overseeing a small team of software developers, in-house and offshore, for specific business application development projects.

Essential Duties and Responsibilities:

  • Lead a team of offshore software developers dedicated to developing the next version of our benefit eligibility and enrollment system
  • Provide senior-level technical review and support to other programmers on the team
  • Work with requirements team (business analysts/subject-matter experts) to understand the requirements and convert them to technical specifications for the developers
  • Create development sprints and stories using Agile development; review and validate developer time estimates in conjunction with actual development time
  • Provide hands-on systems design and programming as needed to meet development demands and project requirements
  • Using software tools and personal experience, manage developer coding standards and security protocols
  • Ensure application stories are completed according to user requirements, specifications and scope in a timely manner and within budgetary guidelines
  • Provide and manage best practices software configuration management processes, specifically software release and version management from development to testing to production
  • Work closely with product, project and quality assurance managers and team to ensure delivery of quality product both on time and that meets user specifications
  • Assist in the evaluation and research of innovative technologies and development environments

Minimum Qualifications, Education and Experience:

  • Bachelor's degree in Computer Science or related field preferred
  • Five to ten years of senior level software development, with experience as a technical team lead for software development projects

Key Knowledge, Skills, Abilities and Competencies:

  • Solid understanding of software product life cycle and software engineering and development processes and tools (Agile development knowledge required)
  • Proven ability to lead a team of developers in a collaborative team environment
  • Strong working knowledge of .Net software platform and SQL 2008/2012
  • Ability to work within a fast-paced development environment with an entrepreneurial spirit
  • Demonstrated ability to deliver quality software production schedule and within budget
  • Demonstrated ability to deliver results, prioritize activities, and manage time effectively
  • Ability to work with internal and external customers in a professional manner to ensure project deadlines are met
  • Prefer experience in employee benefits, card processing/financial services industry or in a high-transactional processing environment


Domino Software Developer

Position Summary:

The Domino Software Developer will provide software development support for an existing web-based Domino application. TRI-AD develops and maintains a proprietary benefits enrollment application using Domino as the web-based front end. This position would report to the Director of Health & Welfare Production Support.

Essential Duties and Responsibilities:

  • Provide Domino programming services supporting our SaaS-based benefits enrollment application
  • Work with our Senior Domino Developer to learn the specifics of the benefits enrollment application and programing requirements
  • Work with requirements team (business analysts/subject matter experts) to understand the requirements for new functionality and convert them to technical specifications to complete the development
  • Provide hands-on systems design and programming as needed to meet development demands and project requirements
  • Using software tools and personal experience, follow Domino coding standards and security protocols
  • Work closely with product, project and quality assurance managers and team to ensure delivery of quality product both on time and that meets user specifications

Minimum Qualifications, Education and Experience:

  • Five to seven years developing Domino-based web applications
  • Bachelor's of Science in Computer Science or related field preferred
  • Prefer experience in employee benefits, card processing/financial services industry or in a high-transactional processing environment

Key Knowledge, Skills, Abilities and Competencies:

  • Solid understanding of software product life cycle and software engineering and development processes and tools
  • Proven ability to work within a team environment
  • Ability to work within a fast-paced development environment with an entrepreneurial spirit
  • Demonstrated ability to deliver quality software coding and detailed testing scripts
  • Demonstrated ability to deliver results, prioritize activities, and to manage time effectively


Network Support Engineer

Position Summary: The Network Support Engineer is responsible for providing high-quality customer service to TRI-AD’s end-users and maintaining optimal IT Operations by assisting the Sr. Network Systems Engineer and Director of Operations with network components, desktop computing environment, related peripherals, end-user training and offering preventative hardware solutions. The Network Support Engineer will assess technical needs and metrics to provide strategic assessments and reports as well as identify, replicate, and troubleshoot to resolve end-user network problems.

Essential Duties and Responsibilities:

  • Install and configure end-user workstations and related hardware/software
  • Document all end-user interaction, including configuration and network requirements
  • Perform needs assessment of the local area network, wide area network, storage area network, including installation of additional hardware to improve performance where necessary to support company IT operations
  • Ongoing maintenance and support, requiring advanced knowledge of VMware; VCenter, VMotion, create data pools, VM guests, migrations, Hot-add memory\CPU\Storage, ESXi and VSphere upgrades, SRM and DRS
  • Ongoing maintenance and support of Palo Alto Firewalls, Network Load Balancers, and Web Application Firewalls
  • Ongoing maintenance and support of Juniper JunOS and Cisco IOS for Cisco and Juniper switches using 10GB Ethernet and VLAN Management
  • Ongoing maintenance and support of ITIL and IT management standards, Security + standards in alignment with CISSP, and Network+ standards
  • Perform Network protocols, TCP/IP sub-netting, CIDR, DNS, DHCP, NAT, DMZ, network port services, and IPSEC
  • Orion Network performance and application monitoring
  • VoIP phones: Program Hunt groups and ACD, move extensions, configure new phones, and troubleshoot issues
  • Ensure that physical network connections (i.e. Ethernet jacks, VoIP Phones) are in proper working order
  • Escalation point for support, system monitoring, configuration management, asset management, and environmental controls
  • Ongoing maintenance and support of VLAN’s and configuring switches, wireless access points, firewalls and configuration, IDS (Intrusion Detection System), WAN integration, and ISP bandwidth monitoring
  • Maintain and troubleshoot storage area network, fiber channel and ISCSI connections, and storage related monitoring
  • Advanced understanding of scripting and networking tools for network optimization and administration
  • Maintain and ensure firewall security relative to email filtering, content filtering, cyber security, load balancing and WAF
  • Orientation and training of new staff
  • Help enforce Information Security as it relates to the mandatory compliance with the Health Insurance Portability and Accountability Act (HIPAA) of 1996
  • Provide back-up Help Desk Support (10-15%)
  • Provide support in other IT Operations duties as assigned
  • Personnel Management: Assist in supervising and developing junior staff

Minimum Qualifications, Education and Experience:

  • Bachelor's degree preferred in Computer Science, Management Information Systems, Internet Security Systems, Computer Networking or Information Technology
  • If degreed: 2 years of experience as a Network Systems Engineer on medium-sized network of servers, desktop systems and communications devices using current technologies
  • Non-degreed: 4 years of experience as a Network Systems Engineer on a medium-sized network of servers, desktop systems and communications devices using current technologies
  • Required: Security +, Network +
  • Preferred: Network Platform Certification (i.e.; JUNOS, Palo Alto), MCSE, ITIL

Key Knowledge, Skills, Abilities and Competencies:

  • Ability to architect and maintain a 200+ node network, including firewalls, routers and switches
  • Ability to architect and support networked printers and photocopiers
  • Advanced knowledge of current communication devices and protocols, server and desktop technologies
  • Ability to negotiate hardware/software service and technical support contracts with vendors
  • Ability to manage multiple projects, activities and tasks simultaneously
  • Physical demands include:
    • Telephone and computer utilization, sitting, standing, walking, climbing, lifting, bending, stooping, reaching, kneeling and carrying
    • Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice; On call during non-working hours
    • Travel will be required to co-location facilities and remote offices approximately 10%


Data Programmer/Analyst

Position Summary:

The Data Programmer/Analyst is responsible for the data management exchange function between TRI-AD and clients. This includes managing file exchanges for new client implementations, changes and ongoing electronic data interchanges. This position will work with clients to establish data requirements and program required data formatting specs, validation routines and work flow interchanges. The Data Programmer/Analyst will also set up secure electronic transmission processes, develop reports, conduct research, troubleshoot data issues and assist with system configuration, testing and data import into various administration systems.

Essential Duties and Responsibilities:

  • Work with our clients' data management staff to review file specifications and requirements and establish mutually agreed-upon detailed file specifications, file formats, and secure transmission processes
  • Implement electronic data exchanges with new clients and with third party partners & vendors
  • Manage ongoing file processing with a book of clients across a variety of service areas and file types
  • Creates reports, both custom and standard, as well as all required architecture, to ensure proper data integrity and transfer to clients and carriers
  • Configure file processing automation for importing and exporting to/from various trading partners and clients
  • Research data issues and resolve as necessary
  • Work closely with software development team and end-users to ensure business needs are being met
  • Participate in status review and post-deployment review meetings
  • Assist with root cause analysis when necessary
  • Maintain up-to-date technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional associations
  • Participate with Production Support Team to redefine processes to increase efficiencies
  • Serve a lead electronic data interchange (EDI) role with clients so must be able to manage projects, take initiative and have good communicates skills. Will be working with cross-functional teams working together to serve our clients
  • Participate in software and system configuration testing and other duties as assigned based on the business needs

Minimum Qualifications, Education and Experience:

  • Associate’s degree or higher completed in an information technology field (or related field) or equivalent combination of education and experience; Bachelor's degree in Information Systems is preferred
  • 2 –3 years of electronic data interchange (EDI) experience in data intensive environment
  • Strong SQL server programming skills
  • Experience with SQL Server Reporting Services (SSRS) or other similar report writing tools
  • Experience with VisualCron a plus
  • Experience working in Windows and .Net platform environments
  • Familiarity with XML a plus
  • Substantial exposure to project-based work structures

Key Knowledge, Skills, Abilities and Competencies:

  • Extremely client-focused with responsive attitude and sense of urgency
  • Desire and ability to consistently produce high quality, accurate work
  • Excellent planning and organizational skills
  • Logical thinker, good problem-solving abilities
  • Excellent interpersonal skills and communication skills
  • Experience in the employee benefits industry a plus
  • Strong knowledge of database structure and theory required
  • Strong knowledge of structured query language (SQL) required
  • Strong analytical skills required
  • Physical demands include:
    • 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
    • Lift 20 pounds
    • Additional hours may be required during peak periods


Participant Services Supervisor (Phoenix, AZ office)

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
    • Provide monthly call monitoring
    • Review emails periodically
  • Develop, update and implement policies, processes and procedures
  • Identify and escalate priority issues
  • Serve as a back-up to 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:

  • Bachelor's degree required, equivalent experience accepted
  • Minimum of one year of 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, 401(k) 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


Health & Welfare Operations Document Coordinator

Position Summary:

The Documents Coordinator supports the Reimbursement, Continuation of Benefits (COBRA), and Consolidated Billing teams ensuring participants documents are processed accurately and timely on a daily basis.

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
  • Serve as a backup to other Document Coordinators
  • 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
  • Basic office experience
  • COBRA knowledge a strong 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


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, 9 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, 16 years
"I like working at TRI-AD because I am encouraged to use my creativity to find ways to delight our clients."