Carrier Connections Associate (US)

About the role

The Carrier Connection Associate will be responsible for managing and resolving post-production discrepancies reported by clients and insurance carriers. This role involves troubleshooting and resolving data transmission issues, ensuring data integrity, and facilitating communication between internal teams and external partners to ensure timely and accurate processing of electronic transactions.

You will work with insurance carriers, our clients, brokers,  and our internal support and engineering teams to ensure that integration and post-production activities are completed on time and that the information present within Rippling is accurate and matches that of our carrier partners. This is an exciting role that requires significant attention to detail and the ability to improve processes.

What you will do

• Resolve discrepancies and errors reported by customers and insurance carriers.
• Serve as a point of contact for clients and internal stakeholders for complex issues and escalations to communicate issue status, resolution progress, and required follow-up actions.
• Investigate the root causes of discrepancies, define and implement enhancements through process and automation to improve the customer experience.
• Provide first-class service to our clients.

What you will need

• 2+ years of experience in a customer-facing operations, implementation, support, project management, or similar role, with strong US benefits administration subject matter expertise and hands-on experience supporting EDI or API integrations.
• Strong communication skills (written and verbal)
• Strong project management and organizational skills: high attention to detail with excellent work product, time management, and execution
• Experience in effectively partnering with Product and Engineering teams with the ability to distill complex concepts into actionable and practical steps.
• Experience working through a dashboard of tasks and organizing your day around both tasks and project deliverables.
• Strong problem-solving, research, and conflict resolution skills
• Strong desire to learn about subject matter and new processes surrounding the work
• Prior experience at a Saas/start-up company preferred
• Experience using SFDC or other similar support-ticketing systems (Zendesk, etc.)
• Experience with G-Suite, SFDC, and Jira
• Client De-escalation experience
• Professional use of Gemini, ChatGPT, or a similar LLM

Additional Information

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

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