Customer Benefit Advisor I (On-Site)- Chattanooga

About the role

This role is based at our Chattanooga corporate office. The Customer Benefit Advisor (CBA) I is the entry level in a three-level career path. A CBA I is a critical first point of contact for our customers, providing accurate information on benefits, claims, and policy administration with minimal operational oversight.

Responsibilities

• Be the customers’ first line of sight by assisting via multiple communication channels with timely and accurate information regarding policy and coverage-related questions.
• Meet or exceed company goals and metrics to guarantee the best experience for customers.
• Be open and motivated by feedback and guidance to be at your best for customers.
• Protect customers’ privacy (both internal and external) and reassure them with empathy and professionalism.
• Be available to work a regularly assigned shift between the hours of 8:00 am and 8:00 pm Eastern time Monday–Friday.
• Reliable attendance in accordance with contact center attendance guidelines.
• Successfully complete all required training and associated support periods.
• Obtain information from multiple systems and relay it to customers in a seamless manner.
• Follow all documented processes/workflow to enhance customer service and reduce customer effort/operating efficiency.
• Utilize resources and tools to accurately respond to customer inquiries.
• Demonstrate a passion for the values outlined in Our Values statements.
• May perform other duties as assigned.

Requirements

• 1 year customer service experience preferred, with a strong preference that the experience be in the insurance/healthcare/medical/financial field or equivalent area.
• High school diploma or GED required.
• Successful completion of Contact Center training program, including demonstrating phone proficiency and passing required knowledge checks.
• A passion for helping customers and exceeding their expectations with high integrity.
• Excellent verbal and written communication skills with the ability to flex your communication style to best meet the needs of customers.
• Enthusiasm for working in a fast-paced, structured environment, answering numerous inquiries for customers at their greatest time of need.
• Strong computer and multi-tasking skills as well as the ability to confidently work in multiple systems with dual monitors.
• Familiarity with Microsoft applications such as Outlook, Word, and Excel.
• Intellectual curiosity and a desire to continually learn and grow.
• An excellent work ethic and ability to adapt and work successfully in a continually changing environment.
• Dependability – being available when needed by teammates and customers.
• Comfortable with video communications via MS Teams throughout the day to communicate with teammates and leadership face to (virtual) face.
• Must meet attendance requirements and in-office expectations when applicable.

Benefits

• Award-winning culture
• Inclusion and diversity as a priority
• Performance-based incentive plans
• Health, vision, dental, short & long-term disability
• Generous PTO (including paid time to volunteer)
• Up to 9.5% 401(k) employer contribution
• Mental health support
• Career advancement opportunities
• Student loan repayment options
• Tuition reimbursement
• Flexible work environments

Pay

Minimum starting hourly rate is $21.00. The base salary range for this position is $36,000.00–$62,400.00. Actual pay will be based on skill, geographical location and experience.