Associate Customer Care Advocate

Portico Benefit Services is a mission-driven organization seeking an Associate Customer Care Advocate to join their Client Services team. This role involves serving as a key point of contact for members and employers, answering questions, resolving issues, and providing guidance related to benefits and life events.

Responsibilities

• Handle inbound and outbound calls with customers, while listening to members needs and resolving generally low impact, low risk issues
• Demonstrate consistent presence on required in-office days
• Demonstrate drive for results and problem-solving skills while offering courteous, helpful, and efficient customer service
• Demonstrate competence in research, logical reasoning, analysis, and mathematical functions
• Demonstrate the ability to manage multiple priorities, maintain organization initiatives, and stay current on tasks and responsibilities
• Utilize business product knowledge, plan rules and processes to deliver accurate information
• Proactively seek opportunities to advocate on behalf of the customer by collaborating with team members, sharing information, and resolving member issues
• Thoroughly assess each unique member situation to provide accurate and relevant information
• Seek opportunities first contact resolution by taking ownership of the call, research, assess potential solutions, take needed action and manage any necessary follow-up
• Provide support for customers who need assistance accessing our external website/portals
• Meet and sustain all Key Performance Indicators, including but not limited to: Quality Assurance Call reviews, After-call work and Hold time metrics
• Utilize technology systems and knowledge base to determine benefits eligibility, calculate member benefits and maintain account data on members and dependents
• Manage cases to resolve in a professional and timely manner
• Take responsibility for learning system changes
• Understand and apply Portico’s Performance Excellence (e.g. compliance, enterprise risk management and quality) activity standards, including entity-level policy and practice standards that pertain to control evidence retention

Skills

• Excellent service skills when communicating with members, employer representatives, and other stakeholders who contact Portico Benefit Services
• Ability to execute goals within the Strategic Plan
• Collaborative with other business units and teammates through cooperation and positivity
• Critical thinking skills
• Ability to listen and understand the member situation to assess potential solutions, take needed action, and manage necessarily follow-up
• Demonstrated ability to manage multiple priorities, maintain organization initiatives, and stay current on tasks and responsibilities
• Proficiency with Windows-based software programs and desktop systems, including MS Outlook, CRM, SharePoint & Teams
• Exceptional skills in verbal and written communication that is clear, concise, complete and correct
• General knowledge of the organization's business processes, products, customers, and partners
• Drive to continue personal development by absorbing feedback and actively taking part in learning
• Ability to establish, build, and maintain relationships with plan members, internal customers, team members, direct and indirect supervisors
• 1-3 years related work experience in customer service, human resources or benefits administration
• Knowledge of health and retirement benefits strongly desired
• Bachelor's degree preferred, but not required

Benefits

• Premiums paid for health care coverage
• 10% employer retirement contribution
• Competitive time off
• Wellness benefits

Company Overview