Member Services Advocate II

Right Pay. Right Company. Right at Home!

100% Remote - Work & Train from Your Home

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

The pay range for this position is $16.50 to $22.20 per hour (pay to be determined by the applicant’s education, experience, knowledge, skills, abilities, balanced against internal equity and competitive market based geographic ranges).