The Fulfillment Analyst is responsible for executing day-to-day operational tasks with precision and efficiency. This role supports Via Benefits across multiple operational process areas, including card services, collateral management, COBRA administration, vendor coordination, and project-based initiatives.

Key Responsibilities

• Fulfillment Operations: Coordinate with internal teams and external vendors to ensure timely production and delivery of printed materials. Supports and maintain fulfillment process documentation and SOPs. Conduct quality assurance checks on printed materials and mailing batches. Track fulfillment metrics and identify opportunities for process optimization.

• COBRA Administration: Validate and process COBRA eligibility files, ensuring accuracy and timely transmission to vendors. Monitor COBRA enrollment and disenrollment activities and escalate discrepancies. Collaborate with internal teams to ensure adherence to COBRA regulations. Maintain audit trails and documentation for COBRA-related activities. Support client-specific COBRA configurations and implementation requirements.

• Card Services: Manage card issuance workflows, including eligibility validation, vendor coordination, and delivery tracking. Monitor card activation rates and troubleshoot issues with card functionality or delivery. Reconcile card transaction data and escalate anomalies to internal team. Support card program enhancements and participate in testing of new card features or platforms. Maintain secure handling procedures for sensitive cardholder data.

• Vendor Management: Track vendor performance against SLAs and KPIs; supports preparation of monthly and quarterly performance reports. Analyze vendor cost data and contribute to budgeting and forecasting efforts. Supports maintenance of dashboards for SLA/KPI tracking and reporting.

• Systems & Testing: Execute test cases for system enhancements, new releases, and bug fixes. Document and report system issues, working with IT teams to resolve them. Support UAT (User Acceptance Testing) for new processes or client implementations.

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The Fulfillment Analyst is responsible for executing day-to-day operational tasks with precision and efficiency. This role supports Via Benefits across multiple operational process areas, including card services, collateral management, COBRA administration, vendor coordination, and project-based initiatives.

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The Requirements

• Bachelor’s degree or equivalent experience
• Strong attention to detail and organizational skills
• Experience in fulfillment operations, vendor coordination, or benefits administration
• Prior experience with HSA, FSA, HRA, or COBRA is a plus
• Proficiency in Excel and data reconciliation tools
• Familiarity with SLA/KPI metrics and dashboard reporting
• Effective communication and problem-solving abilities
• Ability to manage multiple tasks and meet deadlines
• Comfortable working independently and in a team environment
• Quick learner with adaptability to new systems and processes
• Proficient in MS Office Suite
• Availability outside regular business hours as needed
• SQL experience (Oracle PL/SQL or similar) is a plus

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). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

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

EOE, including disability/vets