Customer Advocate

Candidate Authenticity Statement
We recognize that AI tools are increasingly used in professional settings. However, during our assessment and interview process, we ask candidates to complete all responses independently, without the use of AI-generated assistance.

This ensures we can accurately assess your individual skills, communication style, and problem-solving approach. Submissions or responses that appear AI-generated may be considered misaligned with our evaluation standards.

Remote-First with In-Person Training: This position is remote following successful completion of onboarding. New hires are required to attend two weeks of in-person training at our Carrollton, TX corporate office to ensure a smooth and successful transition into the role.

Position Summary:
The Customer Advocate serves as the initial point of contact for plan participants, assisting them with inquiries related to their benefits, such as Flexible Spending Accounts, Health Savings Accounts, and COBRA. This role requires excellent communication, problem-solving abilities, and a dedication to providing top-tier customer service. Customer Advocates are expected to work effectively in a high-call-volume environment, proactively resolving participant needs, and guiding users through available resources and tools for self-service.

Hours of Operation:

• Monday – Friday: 7:00 am – 4:00 pm CST or 8:00 am -- 5:00 pm

Principal Duties & Responsibilities:

• Customer Support:
• Serve as the first point of contact for participants on inquiries, providing timely and accurate information. (Intermediate)
• Educate participants on benefits processes, assisting with plan details and HSA investment options to enable self-sufficiency. (Intermediate)
• Resolve inquiries and issues, striving for first call resolution, including complaint resolution and escalations. (Advanced)
• Proactive Issue Management:
• Identify and execute necessary actions for issue resolution, setting clear and achievable expectations with participants. (Intermediate)
• Document all activities for quality and metrics tracking using the Customer Relationship Management (CRM) system. (Intermediate)
• Compliance & Professionalism:
• Maintain professionalism and empathy in interactions, especially during difficult situations, upholding HIPAA and privacy regulations. (Advanced)
• Display consistent adherence to quality standards and service excellence in alignment with organizational values. (Advanced)

Knowledge, Skills, and Abilities Required:

• Customer Service & Problem Solving:
• Demonstrated success in customer service, particularly in problem resolution and asking detailed, probing questions. (Advanced)
• Ability to balance multitasking and customer focus, maintaining responsiveness and professionalism under pressure. (Intermediate)
• Technology Proficiency:
• Experience with CRM platforms and cloud-based tools (e.g., Zendesk, Amazon Connect). (Intermediate)
• Competence in documenting interactions, resolutions, and data for efficient customer follow-up and analysis. (Intermediate)
• Communication & Empathy:
• Strong written and verbal communication skills, with the ability to handle sensitive situations with empathy. (Advanced)
• Attentiveness to customer needs and an ability to anticipate and proactively address potential questions. (Advanced)

Credentials & Experience:

• Associate’s degree or four years of experience in a customer support or service role required.
• Minimum 2+ years of multi-channel service experience, including chat, phone, and email in a contact center environment.
• Prior healthcare, benefits administration, or insurance industry experience preferred.
• Bilingual capabilities are a plus.