Job Description

Job Description:

Associate is accountable for providing quality customer service support within their business unit for some Advisory, FAC and MLD clients requesting retail, retirement and brokerage account products/ service features through inbound calls or emails utilizing professional oral, written and problem solving skills. Accountabilities include but are not limited to providing account balances and activity, deposit rates, checking information, internal systems assistance, explaining and processing transactions. Recommend some previous experience in the customer service field but not required. Elevated service issues handled by experienced associates or above.

*Multiple shifts may be available*

Role Overview

As a Health Benefits Solutions Representative, you will be working in an inbound contact center taking over 50 calls per day and/or chatting online with clients asking questions or inquiring about their Heath Savings Account (HSA) or Flexible Spending Account (FSA).

What you'll do

As a Health Benefits Solutions Representative you will be responsible for the following via phone and/or online chat:

Providing every client with clear, complete and accurate responses to their questions and inquiries, while updating the system with notes on each client interaction
Guiding clients step by step through how to execute various transactions on their accounts (i.e. filing a claims, ordering debit cards, password resets, suspend lost/stolen cards locating statement or tax documents etc.)
Ensure client privacy is protected by authenticating each call and not answering questions or providing information to unauthorized users
Effectively managing risk by fully adhering to processes/policies/procedures and proactively identifying and escalating potential risks
Navigating through multiple applications and tools to understand processes/policy/procedures and research and resolve issues with client accounts
May also be trained on the basics of 401(k) retirement accounts to assist as needed with call volume across the Retirement and Health Benefits Solution Contact Center space

Required Skills & Experience (minimum qualifications)

Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
Proven ability to professionally and tactfully handle confrontational and/or stressful interactions
Demonstrated written communication skills with the ability to type error-free, clear, descriptive and succinct instructions and responses, while being proficient on the keyboard
Proven experience with effectively reviewing documentation/files, quickly identifying errors and taking action to resolve the errors
Must have experience gathering, absorbing and using facts/information to make effective and timely decisions
Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
Must be able to succeed in an environment in which you are constantly being held accountable for metrics

Required to work from the primary work location listed when not in remote operating stance

Initially you may be required to work from home and/or remotely in this role:
Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)

Desired Skills & Experience

Experience working in a client focus environment
Knowledge of Heath Savings Account (HSA) or Flexible Spending Account (FSA)

Shift:
1st shift (United States of America)

Hours Per Week:
40

This job was posted on Mon Nov 22 2021 and expired on Fri Dec 03 2021.

Minimum $31K /yr

$50K /yr Average

Maximum $80K /yr

Tasks

Evaluate job positions, determining classification, exempt or non-exempt status, and salary.

Ensure company compliance with federal and state laws, including reporting requirements.

Prepare occupational classifications, job descriptions, and salary scales.

Provide advice on the resolution of classification and salary complaints.

Research job and worker requirements, structural and functional relationships among jobs and occupations, and occupational trends.

Advise managers and employees on state and federal employment regulations, collective agreements, benefit and compensation policies, personnel procedures, and classification programs.

Perform multifactor data and cost analyses that may be used in areas such as support of collective bargaining agreements.

Prepare reports, such as organization and flow charts, and career path reports to summarize job analysis and evaluation and compensation analysis information.

Plan, develop, evaluate, improve, and communicate methods and techniques for selecting, promoting, compensating, evaluating, and training workers.

Assess need for and develop job analysis instruments and materials.

Consult with or serve as a technical liaison between business, industry, government, and union officials.

Observe, interview, and survey employees and conduct focus group meetings to collect job, organizational, and occupational information.

Assist in preparing and maintaining personnel records and handbooks.

Analyze organizational, occupational, and industrial data to facilitate organizational functions and provide technical information to business, industry, and government.

Administer employee insurance, pension and savings plans, working with insurance brokers and plan carriers.

Research employee benefit and health and safety practices and recommend changes or modifications to existing policies.

Develop, implement, administer and evaluate personnel and labor relations programs, including performance appraisal, affirmative action, and employment equity programs.

Advise staff of individuals' qualifications.

Negotiate collective agreements on behalf of employers or workers, and mediate labor disputes and grievances.

Review occupational data on Alien Employment Certification Applications to determine the appropriate occupational title and code, and provide local offices with information about immigration and occupations.

Plan and develop curricula and materials for training programs and conduct training.

Work with the Department of Labor and promote its use with employers.

Prepare research results for publication in form of journals, books, manuals, and film.

Speak at conferences and events to promote apprenticeships and related training programs.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Persuasion - Persuading others to change their minds or behavior.

Instructing - Teaching others how to do something.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Knowledge

Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Economics and Accounting - Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.