Customer Advocate - Remote

Overview

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.

In Short

• Serve as the first point of contact for participants on inquiries.
• Educate participants on benefits processes.
• Resolve inquiries and issues, striving for first call resolution.
• Identify and execute necessary actions for issue resolution.
• Document all activities using the CRM system.
• Maintain professionalism and empathy in interactions.
• Adhere to HIPAA and privacy regulations.
• Display consistent adherence to quality standards.
• Work effectively in a high-call-volume environment.
• Guide users through available resources for self-service.

Requirements

• Excellent communication skills.
• Strong problem-solving abilities.
• Experience in customer service.
• Ability to work in a high-call-volume environment.
• Knowledge of benefits processes.
• Familiarity with CRM systems.
• Empathy and professionalism.
• Commitment to service excellence.
• Understanding of HIPAA regulations.
• Ability to educate and guide participants.

Benefits

• Full-time position with set hours.
• Opportunity to work in a supportive environment.
• Engagement in meaningful customer interactions.
• Professional development opportunities.
• Contributions to participant satisfaction.