[Hiring] Participant Advocate @Navia Benefit Solutions

Role Description

This position pays $18/Hr and is a remote opportunity.

The Participant Services Associate effectively responds to incoming participant calls and e-mails and professionally assists participants using available resources and sound judgment.

Essential Functions

• Respond to participant inquiries via phone calls, e-mails, and voicemails within standard service level agreements.
• Answer incoming calls within 60 seconds.
• Emails received before 2pm must be answered the same day.
• Emails received after 2pm must be answered by 10am the following day.
• Voicemails received before 4pm must be responded to the same day.
• Comfortable navigating multiple internal software programs while troubleshooting participant issues.
• Deescalate calls using available resources.
• Identify and escalate issues that require additional research.
• Place the caller on hold while a ticket is entered to be submitted to the research team for investigation.
• Complete ongoing training to become well versed in different plan areas.
• Backup other Contact Center team members.
• Assist with updating processes and procedures.
• Assist with additional activity as needed.
• Act as a team player.
• Exceptional attendance is required to ensure participant’s calls are answered in a timely manner and work is distributed fairly amongst team members.

Qualifications

• High School Diploma or GED.
• Some college preferred, equivalent experience accepted.
• Provide Excellent Customer Service:
• Patience – The ability to stay patient when the participant is confused and frustrated while taking the time to truly figure out what they want.
• Attentiveness – The ability to really listen to the participant is crucial for providing great service.
• Clear Communication Skills – The ability to get to the problem at hand quickly and clearly communicate with customers, keeping it simple and leaving nothing to doubt.
• Positive Attitude – Maintain an optimistic persona despite dealing with people who may be pessimistic.
• Competent and Effective on internal skills:
• Able to effectively handle inbound calls and emails in at least 1-2 service areas.
• Effective Delivery of Varied Communication Styles – Ability to understand your own natural style of communication and adapt that style to varied communication styles of others to ensure effective communication occurs.
• Multitasking – The ability to approach multiple tasks and clearly establish which task is more important than others, immersing yourself in your immediate task while not forgetting about what remains to be done next.
• Effective Writing – The ability to craft a succinct response that addresses simple to complete inquiries in a tone that is appropriate for the intended audience, using proper organization, phrasing, and grammar. Typing speed of at least 35 WPM.
• Team Player – The ability to willingly work in cooperation with others, being accountable, and ensuring that work is distributed fairly to maximize customer service.

Requirements

• Punctuality, including arriving to work on time and taking breaks and lunches on time to ensure that no individual team member is inundated with calls.
• Maintain an encouraging and optimistic attitude to create a collaborative and thriving environment.

Company Description

Navia is a national, consumer-directed benefits provider serving 10,000+ employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology.

Founded in 1989, Navia began as Flex-Plan Services and has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.

Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, PA, SD, TN, TX, UT.

Please visit our career page and apply directly: www.naviabenefits.com/workatnavia