- Performs tasks based on established procedures.
- Uses data organizing and coordination skills to support the business and perform technical work.
- Requires vocational training, certifications, licensures, or equivalent experience.
General Profile
- Developed proficiency within a range of analytical or operational processes.
- Completes assignments and facilitates the work of others.
- May coordinate assignments beyond work area.
- Proposes improvements to processes and methods.
- Acts as a lead, coordinating the work of others, but is not a supervisor.
- Works autonomously within established procedures.
Functional Knowledge
- Developed skills in a range of processes, procedures, and systems.
- Acts as a technical expert in some areas.
Business Expertise
- Understanding of how teams integrate and work best together to support the achievement of company goals.
Impact
- Impacts team through quality of service and sharing of information.
- Proposes enhancements to work procedures and practices to improve efficiency.
Leadership
- Serves as a team lead.
- Allocates work to team members, as appropriate.
- Provides subject matter guidance to junior team members.
Problem Solving
- Provides solutions to problems based on existing challenges or procedures.
Interpersonal Skills
- Effectively exchanges information and ideas.
Responsibility Statements
- Improves participant decision-making process by advising participants on plan provisions.
- Responds to client-specific inquiries, including telephone and web correspondence.
- Contacts participants to explain calculations and resolve issues.
- Identifies solutions to call trends, establishes appropriate agent training needs, and delivers the training.
- Provides feedback and coaching to agents regarding adherence to center metrics and established guidelines.
- Assists junior employees by answering questions or taking escalated calls with guidance.
- Advocates for participants to coordinate advantages, services, and payments with outside providers and vendors.
- Explains participant forms and provides guidance on completion.
- Performs other duties as assigned.
- Complies with all policies and standards.