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Customer Account Analyst
Full-time
The Customer Account Analyst provides internal and external technical support throughout the client relationship at PlanSource, a cloud-based benefits administration platform. Partnering closely with the Customer Account Manager, this role delivers timely resolution to client inquiries, day-to-day technical support, and participates in regular client meetings.
Key responsibilities
Attend weekly client meetings to review account status and track open items to completion.
Perform process-level technical tasks in support of ongoing services, including Annual Enrollment projects, following change management protocols.
Perform routine audits to ensure accuracy and adherence to requirements.
Coordinate with internal teams (EDI, Billing, Boost/API connectivity) to resolve client-specific issues.
Support implementation of system functionality and automation of processes to drive efficiency.
Maintain documentation of client activity and account details.
AI-enabled support
Use AI-enabled tools to analyse patterns in support tickets, summarise findings, and accelerate root-cause analysis.
Apply AI assistance to documentation, knowledge base updates, and issue research.
Identify opportunities to improve support workflows through automation and tooling.
Preferred qualifications
College degree or equivalent work experience.
2+ years in ongoing administration within Health and Welfare Benefits Administration Technology.
Strong customer service, communication, organisation, and problem-solving skills.
Familiarity with Microsoft Office and Outlook; ability to travel approximately 10%.
