Job Description

Position Summary

This position will report to the Director, Benefits & Absence and provide technical and administrative support for FirstEnergy's employee benefits programs. The Administrative Technician will support the day-to-day administration of health and welfare benefits and related programs by coordinating employee inquiries, maintaining benefit information, processing transactions, supporting vendor activities, and assisting with benefit communications and other administrative processes.

The successful candidate will utilize a high level of administrative knowledge, attention to detail, judgment, confidentiality, and customer service to support employees, the Benefits team, and external benefit partners.

Responsibilities Include

• Perform a variety of complex technical and administrative assignments supporting employee benefits programs, requiring initiative, judgment, accuracy, and well-developed organizational skills.
• Provide administrative support for health and welfare benefit programs, including medical, prescription drug, dental, vision, life insurance, flexible spending accounts, health savings accounts, and other benefit programs.
• Respond to employee benefit inquiries and HR help desk tickets assisting employees with navigating benefit programs, enrollment processes, eligibility questions, and benefit resources.
• Research employee benefit questions and issues, coordinating with internal team members and benefit vendors as appropriate to facilitate resolution.
• Support benefit enrollment activities, including new-hire enrollment, annual open enrollment, qualifying life events, and other benefit-related transactions.
• Review benefit transactions, eligibility information, and supporting documentation for completeness and accuracy.
• Assist with the coordination and administration of annual enrollment, including employee communications, materials, meetings, system readiness activities, and administrative support.
• Monitor and manage Benefits shared mailboxes and other employee inquiry channels, exercising appropriate judgment when responding or routing inquiries.
• Assist with maintaining employee benefit information and resources on internal websites and SharePoint sites.
• Support the development, review, proofing, and distribution of employee benefit communications, notices, presentations, and educational materials.
• Coordinate with benefit vendors and internal partners regarding routine administrative matters, employee inquiries, eligibility issues, reporting, and other benefit-related activities.
• Assist with benefit vendor invoice processing, tracking, reconciliation, and administrative follow-up.
• Prepare and maintain benefit reports, spreadsheets, tracking tools, and documentation to support ongoing program administration.
• Assist with benefit-related audits and data validation by gathering, reviewing, and organizing information and identifying discrepancies for resolution.
• Provide administrative and logistical support for employee benefit meetings, educational sessions, benefit fairs, and wellness events.
• Maintain benefit files, records, procedures, and documentation in accordance with established retention and confidentiality requirements.
• Handle employee personal and benefit information with a high degree of confidentiality.
• Provide administrative support to Benefits leadership and other members of the Benefits team, including meeting coordination, invoice processing, documentation, and special projects.
• Identify opportunities to improve administrative processes, documentation, employee service, and operational efficiencies.
• Take initiative to research and resolve routine issues and appropriately escalate complex matters.
• Demonstrate strong internal and external customer service and consistently deliver timely and accurate results.
• Proactively share knowledge and ensure appropriate documentation and knowledge transfer across the team.
• Demonstrate a strong commitment to all aspects of safety and maintain a safe workplace for coworkers.

Qualifications at the Administrative Technician II Level Include

• High school diploma or GED required.
• Minimum of 7 years of work experience required, consistent with the existing Administrative Technician II level requirements.
• Prior experience in an administrative support, benefits, Human Resources, employee services, payroll, or coordinator role preferred.
• Experience supporting employee benefits or other Human Resources programs strongly preferred.
• General understanding of health and welfare benefit programs and benefit administration preferred.
• Advanced written and verbal communication skills.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Strong Excel skills with the ability to organize, review, reconcile, and analyze employee and benefit information.
• Experience with HRIS, benefit administration, or employee service systems preferred.
• Experience with SharePoint content maintenance preferred.
• Demonstrated experience handling confidential and sensitive employee information.
• Ability to follow established practices, procedures, and instructions and produce technical administrative work in a thorough, timely, and accurate manner.
• Strong attention to detail and demonstrated ability to identify discrepancies and follow issues through resolution.
• Strong organizational skills and the ability to manage multiple concurrent assignments, employee inquiries, deadlines, and priorities.
• Ability to exercise sound judgment and determine when issues require escalation.
• Ability to learn benefit programs, administrative procedures, systems, and regulatory requirements.
• Demonstrated ability to collaborate effectively with employees, HR partners, vendors, and other internal stakeholders.
• Flexibility and ability to adapt to changing priorities, processes, and business needs.
• Excellent interpersonal, teamwork, and customer service skills.
• Ability to independently prioritize workload, meet deadlines, and perform effectively in a fast-paced environment.
• Demonstrated ability to identify and recommend opportunities for process improvement.
• Ability to model active learning by continuing to develop knowledge, skills, and understanding of FirstEnergy benefit programs and processes.