Research benefits details and status and responds to customer inquiries in a high-volume customer response center involving both email and phone calls.
Handle inbound customer calls and make outbound customer calls to understand, verify, and correct employee/consumer benefits.
Confirm coverages and look into billing inquiries, determining if and where issues exist and correct them as necessary.
Support employer/employee benefit onboarding initiatives and enrollment processes by providing digital platform expertise to brokers or other users.
Help clients navigate the system correctly by providing ad hoc training on any aspect of the system relevant to the transaction.
Examples of the transactions supported would include new hire additions, terminations, life event changes, or any qualifying event.
Communicate information in a timely, courteous and professional manner.
Participates in the development of operational procedures and processes and/or troubleshooting current processes for improvements.
Performs other duties, assignments and special projects that may be required from time to time.