Participant Services Agent (Fully Remote)

Job Summary

Under limited supervision in a high-volume call center, uses detailed knowledge and skills obtained through on-the-job training to administer the establishment and maintenance of new and existing client accounts. Also, facilitates problem resolution, document processing, and Operations support. Follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks with limited decision-making responsibility.

Job Responsibilities

• Review, update, maintain and service accounts by enforcing the documentation of client/plan accounts to meet industry policies and regulations.
• Answers all incoming calls into the operational center regarding client account and compliance questions related to the account/plan type.
• Scrutinizes basic information contained in all types of plan agreements.
• Maintains accurate records/notes to ensure all plan requests are completed within regulated time allotment.
• Provide support and direction regarding required operational processes, polices and timeframes.
• Aids management in identifying procedures and policies that are outdated or ineffective.
• Aids management to improve department productivity through participation in unit meetings, ongoing training and self-development.
• Maintains and files weekly statistical reports for the department.
• Performs general clerical activities, including faxing, copying and filing.
• Affords support and assistance to other areas of the department with various functions when volume is high and/or staffing levels are low.
• Performs other duties and responsibilities as assigned.

Requirements

• General understanding of all job functions within Operations.
• General understanding of various industry rules and regulations that must be followed for all plan/product types.
• Organizational and time management skills to prioritize workflow and ensure duties and projects are completed by deadlines.
• Reasoning and problem-solving skills to research and resolve general problems.
• Operating standard office equipment and using required software applications, including Microsoft Office applications (Word, Excel, Power Point, Outlook and Access) sufficient to create documents, spreadsheets, and business correspondence.
• Communication skills and professional demeanor to interact with all levels of management, other employees and counterparts at other companies.
• Work independently and in a team environment as well as cooperation with supervisor.
• Work well under stress created by time deadlines, workflow volume changes, and telephone/associate inquiries.
• Learns and understands the various legal documents required by various companies in order to process client requests.
• Learns and applies new information, skills, and processes, quickly including the various regulations, back office systems and imaging system.
• Reads and interprets financial statements.
• Demonstrates efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
• Performs accurate data entry, 10 key by touch, and type at least 30 words per minute.
• Provides a high level of customer service.

Remote Work Information

For all virtual remote positions, in order to ensure employees can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 50 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying.

Compensation Information

The average salary for this position is expected to be $20/hour however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. We do not anticipate candidates to be paid at the top of the range however, from time to time, it may occur on a case-by-case basis.

Additional Information

As an employer, PCS believes our success depends on diversity, inclusion, and mutual respect among our team members. We want to look like our customers, and we recruit, develop, and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions based on business need, merit, capability, and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.