Job description

The Participant Services Associate answers incoming calls and email inquiries in order to, provide information to our participants and resolves issues that may be encountered, with accuracy and efficiency.

Essential Functions

· Manage and respond to large volumes of participant inquiries via phone calls, e-mails and voicemails within standard service level agreements

· Ability to navigate multiple software programs while assisting participants

· Identify and asses the needs of the participant to achieve satisfaction

· Provide accurate, valid and complete information using the proper methods/tools/resources

· Appropriately escalate issues that require additional research

· Manage participant complaints, provide appropriate solutions and alternatives within the defined time limits; follow up as necessary

· Follow communication procedures, guidelines and policies

· Complete ongoing training to become well versed in different plan areas

· Backup other Contact Center team members

· Assist with additional activities as needed

· Act as a team player

· Exceptional attendance is required to ensure participant’s calls are answered in a timely manner and work is distributed evenly amongst team members

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Requirements

· 1+ years of customer service experience analyzing and solving customer problems, OR 1 year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties.

· Experience administering employee benefit plans is a plus. i.e. Active benefits management (eligibility and enrollment), reimbursement plans (FSA, DCA, HRA, HSA etc.), or continuation of benefits plans (COBRA, LOA, Retiree, Direct Bill)

Job Type: Full-time

Salary: $17.00 - $18.00 per hour

Benefits:

• 401(k)
• Health insurance
• Life insurance

Schedule:

• Day shift
• Evening shift
• Monday to Friday

Work Location: Remote