Participant Services Associate at Navia Benefit… · Remote

Summary: Navia Benefit Solutions, Inc. is a national, consumer-directed benefits provider serving over 10,000 employers across all 50 states. The Participant Services Associate effectively responds to participant inquiries via phone calls and emails, assisting them with various issues while maintaining excellent customer service standards. Responsibilities: - Respond to participant inquiries via phone calls, e-mails and voicemails within standard service level agreements - Answer incoming call 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 Required Qualifications: - High School Diploma or GED - Provide Excellent Customer Service: Patience, Attentiveness, Clear Communication Skills, Positive Attitude - 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 - Multitasking: The ability to approach multiple tasks and clearly establish which task is more important than others - 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 Preferred Qualifications: - Some college preferred, equivalent experience accepted Required Skills: Inbound Call Handling, Typing Speed 35 WPM, Patience, Attentiveness, Clear Communication Skills Benefits: 401K