Content Management Specialist – Spending Account Administration

We are seeking a motivated Content Management Specialist – Spending Account Administration to join our dynamic team within a rapidly-changing service center environment. In this role, you will assist with identifying knowledge gaps within the organization as well as leading projects to develop and maintain the spending account information available to our internal associates as well as content displayed to our participants.

You will work closely with service center leadership and Performance Excellence Teams (i.e. Knowledge Management, Training) to ensure all colleagues have what is needed to provide relevant information and expertise needed to meet or exceed our participants’ expectations. 

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. 

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified.
 

The Role 

• Review existing knowledge content on a regular schedule to assess for accuracy of information.
• Collaborate with other Performance Excellence Teams to identify opportunities to improve our colleagues’ proficiency and improve our participants’ experience.
• Partner with our Benefits Accounts and Technology teams to design and influence process and systems changes.
• Serve as a contact person for Client Service Managers to review and update client plan details.
• Update Confluence resources to document new processes.
• Standardize the intake process for feedback from users.
• Deliver training to new hires and existing agents.
• Review calls to better understand learning and resource needs of colleagues. 
• Support other Performance Excellence projects as required.

The Requirements 

• 3+ years of experience as a CSR or Performance Manager, handling funding and/or spending account calls.
• Proficiency with Genesys and Pega.
• Strong organizational and research skills. 
• Excellent written and verbal communication skills with the ability to simplify complex information.
• Ability to analyze data to assess resource and call effectiveness and make informed, data-driven decisions.
• Basic understanding of Via Benefits call center operations, with the ability to translate complex processes into functional resources.
• Strong attention to detail, with the ability to manage multiple projects simultaneously.
• Creative problem-solving skills, with the ability to adapt to evolving business needs.
• Ability to analyze content feedback and offer actionable recommendations for improvement.
• A passion for knowledge, with a commitment to helping associates.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $55,000 to $65,000 USD per year.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

EOE, including disability/vets