Benefits Administration Services Associate III

Job description

• Improves participant decision-making process by advising participants on plan provisions. • Responds to client-specific inquiries, including telephone and web correspondence. • Completes transactions related to customer inquiries with limited supervision. • Meets timeliness and accuracy standards. • Documents calls by creating detailed notes in the case management system. • Completes callbacks in a timely manner and escalates as appropriate. • Adheres to call center metrics and guidelines within established procedures. • Assists junior employees by answering questions or taking escalated calls with guidance. • Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors. • Explains the appropriate participant forms and provides guidance on completion. • Performs other duties as assigned. • Complies with all policies and standards.