- Improves participant decision-making process by advising participants on plan provisions.
- Responds to client-specific inquiries, including telephone and web correspondence.
- Completes transactions related to customer inquiries with limited supervision.
- Meets timeliness and accuracy standards.
- Documents calls by creating detailed notes in the case management system.
- Completes callbacks in a timely manner and escalates as appropriate.
- Adheres to call center metrics and guidelines within established procedures.
- Assists junior employees by answering questions or taking escalated calls with guidance.
- Advocates for participants to coordinate perks, services, and payments with outside providers and vendors.
- Explains the appropriate participant forms and provides guidance on completion.
- Performs other duties as assigned.
- Complies with all policies and standards.