Employer Shared Responsibility Specialist

Position Overview

We are seeking a detail-oriented and customer-focused Employer Shared Responsibility (ESR) Specialist to support client onboarding, account administration, and ongoing service delivery for Employer Shared Responsibility Services.

This position serves as a primary point of contact for clients utilizing ESR services, responding to inquiries, providing technical product support, and assisting with questions related to Employer Shared Responsibility regulations, Analysis & Monitoring reports, and IRS 6056 tax filing requirements.

The ideal candidate will have experience in customer service, sales, or insurance, along with strong analytical, problem-solving, communication, and organizational skills.

Key Responsibilities

Client Service & Account Management

• Serve as a primary point of contact for clients utilizing Employer Shared Responsibility (ESR) services.

• Respond to written and telephone inquiries from clients, Sales teams, and Operations partners.

• Make outbound calls to clients and internal business partners as needed to resolve inquiries and support service delivery.

• Assist with onboarding new ESR clients and establishing client accounts.

• Provide clients with access to the company's Health & Benefits website.

• Address client questions regarding Analysis & Monitoring reports, IRS 6056 tax filings, and Employer Shared Responsibility regulations.

• Maintain positive and professional relationships with internal and external stakeholders.

• Ensure client inquiries are resolved accurately and in a timely manner.

Employer Shared Responsibility & Regulatory Support

• Provide guidance and technical product support related to Employer Shared Responsibility Services.

• Research and interpret information related to Employer Shared Responsibility regulations and IRS reporting requirements.

• Utilize internal resources and systems, including:

  • AskIt

  • iComm

  • Salesforce

• Reference external regulatory resources, including:

  • Internal Revenue Service (IRS)

  • U.S. Department of the Treasury

• Analyze information from multiple sources to identify and resolve client issues.

• Provide appropriate recommendations to clients and internal business partners based on research and analysis.

Client Onboarding & System Administration

• Support the setup and ongoing administration of ESR client accounts.

• Develop and maintain knowledge of client account configurations, associated systems, and ESR processes.

• Assist clients with system access, account setup, and product-related questions.

• Troubleshoot client inquiries related to ESR services and reporting.

• Maintain accurate documentation of client interactions, inquiries, and resolutions.

• Record internal and external communications to ensure client needs and responses are properly documented.

Process Improvement & Operational Support

• Support product-related projects involving ESR regulations, system testing, and training initiatives.

• Participate in product testing and training sessions as required.

• Identify opportunities to improve client service processes and operational efficiency.

• Provide training and mentoring to less experienced employees and contract staff as needed.

• Ensure team members remain informed of current policies, procedures, and service expectations.

• Meet established departmental service level agreements (SLAs).

• Maintain high levels of client satisfaction through accurate, efficient, and responsive service delivery.

Required Qualifications

Education

• Bachelor's degree in Business or a related field preferred.

Experience

• Minimum of 2 years of experience in customer service, sales, or insurance, or an equivalent combination of education and experience.

• Experience responding to client inquiries through phone and written communication.

• Experience researching and resolving customer issues.

• Experience working with internal business partners and external clients.

Technical Skills

• Ability to navigate multiple computer systems and applications.

• Experience with CRM platforms such as Salesforce is beneficial.

• Ability to research, interpret, and analyze information from internal and external resources.

• Strong documentation and data management skills.

• Ability to learn technical products, regulatory requirements, and internal processes.

Professional Skills

• Excellent verbal and written communication skills.

• Strong analytical and problem-solving abilities.

• Exceptional attention to detail and accuracy.

• Strong organizational and time management skills.

• Ability to manage multiple client inquiries and priorities simultaneously.

• Customer-focused approach with a commitment to service excellence.

• Ability to build and maintain positive professional relationships.

• Strong judgment and ability to make appropriate recommendations.

• Ability to work independently and collaboratively with cross-functional teams.

• Adaptability to changing policies, procedures, and regulatory requirements.

• Ability to meet deadlines and departmental service level expectations.

Preferred Qualifications

• Bachelor's degree in Business or a related discipline.

• Previous experience in insurance, employee benefits, payroll services, or related client support environments.

• Familiarity with Employer Shared Responsibility regulations and IRS reporting requirements.

• Experience using Salesforce or similar CRM systems.

• Experience supporting client onboarding, account administration, or technical product inquiries.