Position Summary:
The Customer Advocate serves as the initial point of contact for plan participants, assisting them with inquiries related to their benefits, such as Flexible Spending Accounts, Health Savings Accounts, and COBRA. This role requires excellent communication, problem-solving abilities, and a dedication to providing top-tier customer service. Customer Advocates are expected to work effectively in a high-call-volume environment, proactively resolving participant needs, and guiding users through available resources and tools for self-service.

Hours of Operation:

• Monday – Friday: 7:00 am – 4:00 pm CST (Your working hours must fall within these hours)

Principal Duties & Responsibilities:

• Customer Support:
• Serve as the first point of contact for participants on inquiries, providing timely and accurate information. (Intermediate)
• Educate participants on benefits processes, assisting with plan details and HSA investment options to enable self-sufficiency. (Intermediate)
• Resolve inquiries and issues, striving for first call resolution, including complaint resolution and escalations. (Advanced)
• Proactive Issue Management:
• Identify and execute necessary actions for issue resolution, setting clear and achievable expectations with participants. (Intermediate)
• Document all activities for quality and metrics tracking using the Customer Relationship Management (CRM) system. (Intermediate)
• Compliance & Professionalism:
• Maintain professionalism and empathy in interactions, especially during difficult situations, upholding HIPAA and privacy regulations. (Advanced)
• Display consistent adherence to quality standards and service excellence in alignment with organizational values. (Advanced)