Note: The job is a remote job and is open to candidates in USA. Alera Group, Inc. is a leading broker of U.S. business, specializing in Employee Benefits and other services. They are seeking an Associate Director for Spending Account Operations to lead a team focused on claims processing and operational efficiency, ensuring compliance and client satisfaction.
Responsibilities
- Leads, manages, and develops a high-performing team responsible for claims administration, funding reconciliation, and data analysis
- Provides coaching, feedback, and performance evaluations through structured processes such as 15Five check-ins, L10 meetings, and 1:1s
- Ensures team alignment with strategic objectives, performance metrics, and compliance standards while fostering a culture of continuous learning and professional growth
- Ensures best-in-class client service by coaching and mentoring team members to resolve client issues efficiently and proactively
- Serves as the final escalation point for complex claims, funding discrepancies, and reporting concerns
- Implements preventative measures to enhance client experience and optimize service delivery
- Monitors client retention metrics and identifies areas for service enhancement and process improvements
- Establishes and enforces best practices for claims processing, funding reconciliation, and data integrity
- Ensures regulatory compliance with IRS guidelines and industry standards related to HSAs, FSAs, HRAs, and Commuter Benefits
- Works with internal teams to maintain data accuracy and process efficiency across all systems
- Drives automation and process optimization initiatives to streamline operations and improve accuracy
- Aligns department initiatives with COE’s strategic objectives, supporting revenue growth and operational efficiencies
- Partners with Sales & Marketing to position the value proposition of spending account services
- Collaborates with Finance & Leadership to ensure accurate revenue tracking, financial forecasting, and funding reconciliation
- Identifies opportunities for expanding service offerings and enhancing client value through technology and service enhancements
- Implements structured KPI tracking, quarterly performance evaluations, and operational reporting for senior leadership
- Uses data-driven insights to optimize claims administration, funding reconciliation, and overall service delivery
- Ensures that team members are meeting or exceeding service-level agreements (SLAs) and compliance requirements
- Acts as the primary liaison between internal stakeholders and external technology vendors, ensuring strategic alignment and issue resolution
- Advocates for platform enhancements and process improvements with third-party vendors
- Ensures seamless integration and execution of spending account operations across all systems
Skills
- WEX experience
- 5+ years of experience in spending account operations (HSA, FSA, HRA, commuter benefits)
- 5+ years of experience in client success, account management, claims, or related functions
- 2+ years of leadership experience leading client-facing or operational teams
- Strong knowledge of IRS regulations and compliance related to spending accounts
- Experience working with spending account platforms and technology
- Proficiency in Excel (pivot tables, VLOOKUP) and CRM/tools (e.g., Zoho or similar)
- Proven ability to lead teams, drive process improvements, and optimize service delivery
- Strong communication and relationship management skills with the ability to resolve complex issues
- Demonstrated strategic thinking, analytical, and problem-solving skills
- Bachelor's degree in Business, Finance, Marketing, or related field preferred
Benefits
- Medical, dental, vision, life and disability coverage
- 401(k)
- Generous PTO
- Role-specific learning paths
- Leadership development programs
- Technical and compliance training
- Industry certifications and continuing education support
- Peer learning and knowledge-sharing communities
Company Overview