Benefits Care Advocate

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Take ownership of customer inquiries from initiation to resolution, ensuring customers are kept informed throughout.

• Primarily provide live inbound phone support, with the flexibility to assist via email and chat channels as required by business needs.

• Achieve quality and productivity benchmarks for exceptional customer service and career advancement.

• Collaborate with fellow advocates and teams throughout the organization to contribute to product development.

• Deliver outstanding customer service utilizing a “search first” strategy and available internal resources.

• Enhance critical thinking abilities and knowledge of benefits to address increasingly complex inquiries.

• Remain updated on new products and features, clearly communicating changes to customers.

• Direct customers toward solutions and advocate internally to shape product decisions and development roadmap.

• Be prepared to work additional weekend hours and during PTO blackout periods from December to March due to increased volume.

⛳️ Requirements

• At least 2+ years of experience in call center, technology, retail, or hospitality sectors.

• A minimum of 1 year of experience in a customer-facing benefits role with a Broker, Carrier, or Benefits provider.

• Highly preferred: 2 years of experience in the benefits sector.

• Comfortable utilizing multiple and emerging technologies in a digital-first environment.

• Familiarity or comfort with Salesforce, Slack, Confluence, and NICE Workstation.

• Ability to navigate various digital systems and leverage customer data for informed decision-making.

• Strong critical thinking and problem-solving capabilities.

• Effectively manage stress in a fast-paced environment.

• Consistent and reliable attendance.

• Ethical approach to delivering customer service.

• Excellent written and verbal communication skills.

• Capability to articulate technical concepts to diverse audiences.

• Availability for a full-time 40-hour work week.

• Willingness to work additional weekend hours and during paid-time-off blackout periods from December through March.

🏝️ Benefits

• Competitive base salary.

• Comprehensive benefits package.

• Equity opportunities (RSUs).

• Ongoing opportunities for learning, development, and performance evaluation.

• Competitive compensation packages with a focus on equity-based pay.

• Reasonable accommodations for qualified individuals with disabilities and disabled veterans.