The primary role involves acting as the first point of contact for customers via phone, email, and chat, delivering an exceptional customer experience by addressing needs and resolving basic problems within defined standards. Specialists must provide timely follow-up, advocate for customer issues internally, and maintain thorough documentation of all customer interactions and case notes.

Responsibilities include identifying member needs, documenting interventions based on assessments, and providing support in various settings while assisting with support groups as necessary. Specialists will also contribute to case management meetings and complete required documentation for member contacts and care plans according to organizational policies.

This role is responsible for providing information to policyholders, spouses, and beneficiaries regarding benefit coverage, while also receiving, evaluating, and answering customer inquiries that may require deviation from standard procedures. The associate will use computerized systems for tracking, information gathering, and resolving product, account, and policy issues, escalating calls appropriately when necessary.

The primary goal is to support sales development and deliver an exceptional customer experience by assisting Regional Sales Managers with lead generation, strategic planning, and sales administration. Key tasks include developing call plans, launching inside sales campaigns, managing CRM data, generating quotes, and acting as a trusted customer advocate.