Vendor Liaison

We motivate. We empower. We lead. We follow. We laugh. We succeed. ACS offers innovative and effective outsourcing solutions for clients around the world. We deliver higher quality, increased productivity, and lower costs. Can we do that for you? Sure we can. For business process outsourcing (BPO) and information technology outsourcing (ITO), ACS is not a product, we're services. We're people making technology work. We'd be glad to demonstrate the ACS advantage. Let us tell you about our world-class people, our company, and the "can-do" attitude that motivates us to deliver nothing less than the very best. Vendor Liaison Job Description:We're here to help.In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation.POSITION SUMMARY:A Vendor Liaison focuses on the resolution and closure of all customer service inquiries that require interaction between Vendors and Health & Welfare, Defined Benefits and Defined Contribution Administration Departments; as well as the client.Responsibilities include but are not limited to: researching eligibility and providing verification of coverage, interpretation of plan rules and statutory regulations governing benefit plans, problem definition via accessing mainframe and other databases.Position requires a 98% accuracy rate for all transactions and must meet both internal and client contractual timeliness standards in responding to escalated issues.PRIMARY RESPONSIBILITIES:Resolve and respond to all participant and client inquiries that cannot be resolved through the assistance of a customer service representative.Respond to client and/or participant via verbal or written communication to obtain additional information to resolve an issue, or as a follow-up or closure measure.Interact on a daily basis with the H&W, DB, & DC Administration Departments, client HR personnel, and client service providers as well as other areas within the Service Center.Adhere to the issue resolution turnaround times as agreed upon between the Client and firm. Clarify and confirm policies and technical knowledge to assist the Processing Department.Comply with all team procedures to ensure the proper actions and steps are taken to efficiently resolve problems and research issues. Meet all quality benchmarks for the Analyst position.Respond to client – requested inquiries and special projects when required.Served as backup for other team members when necessary.Keep all participant logs and files updated and accurate.Close when completed.Notify supervisor of potential or ongoing issues regarding participants and their account either via email or the PASS.Include inquiries and scenarios from clients that have not been addressed in training or help text.EDUCATION AND TYPICAL YEARS OF EXPERIENCE:Bachelor’s degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. (human resources, benefits administration, benefits customer service call center, or claims processing)ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.Expected Travel Time: None