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.