About the Role
Title: Member Services Advocate II
Location: Anywhere in the United States
Job Description:
We are seeking a full-time Member Advocate II to support our clients by answering chats regarding employee benefit enrollment. This is a meaningful role in which you can take pride in knowing that at the other end of our technology is a person, a family member, or a loved one that needs your support.
The Role:
- Answer a broad range of inbound Member chats
- Respond accurately and thoroughly to hat inquiries and document chat detail accordingly
- Process DV and Forms requests, as needed
- Handle escalated chats and calls, as needed
- Complete Outbound callbacks
- Serve as shadowee/mentor for new hires
- Must be a resourceful and creative problem solver who can work with members of the team to find solutions
- Ensure compliance in all areas of processing, completing all transactions timely and accurately
- Take accountability for entire process from receipt of work to resolution
- Work Full-Time hours and availability to work closing shift (until 6:30pm CT)
What You Need to Make the Cut:
- 3+ years’ experience with overall benefit administration required
- 12+ months (at least one AE in the Member Advocate role)
- Strong customer-centric mindset
- Must be comfortable with technology – we are a technology company!
- Competitive, team player who strives for excellence
- Strong business writing acumen and communication skills
- Strong interpersonal skills to find success in every opportunity
- Must have 6 months of blue/green metrics in an existing MA II role
Ideal Candidates:
- Excel with Retiree, MCA, COBRA/Direct Bill and Condolence contact handling
- Have Technical proficiency and ability to assist others with system troubleshooting
- Are a role model for phone etiquette and communication skills