• The Associate Customer Advocate is responsible for assisting and educating members, providers, or customers on products and plans. • This position researches, analyzes, and resolves all inquiries, promoting a favorable image of the Company by demonstrating shared business values to all who contact. • In addition, this position will foster and preserve reputable relationships with all members, providers, or customers by providing accurate and timely information in response to all inquiries. • Associate Customer Advocates work in a structured, fast-paced call center environment. • They have a supportive team of trainers and leaders to guide them through a phased training and ensure they develop the skills to succeed in the health insurance industry. • Provides assistance, service, and education to members, providers, or customers through various channels including telephone, internet, and written inquiries. • Ensures accuracy and timeliness in responding to inquiries. • Processes and resolves customer issues with varying complexities. • Documents interactions and correspondence with members or providers in a clear and concise manner and ensures they are tracked appropriately so they are easily accessible. • Applies intermediate computer-based skills to navigate multiple systems and internal resources to address inquiries and gather plan details for members or providers while maintaining timeliness standards and inventory levels. • Maintains base knowledge of insurance terms and practices along with various company offered products. • Address and resolve a range of issues, from routine to moderately complex, using established procedures and sound judgment. • Demonstrate the ability to independently manage common problems while recognizing when to seek guidance more complex or unfamiliar situations. • Maintain awareness of available resources and support channels to ensure timely and effective issue resolution.