Benefits Administration Services Associate III

Improves participant decision-making process by advising participants on plan provisions. Responds to client-specific inquiries, including telephone and web correspondence. Completes transactions related to customer inquiries with limited supervision. Meets timeliness and accuracy standards. Documents calls by creating detailed notes in the case management system.

Completes callbacks in a timely manner and escalates as appropriate. Adheres to call center metrics and guidelines within established procedures. Assists junior employees by answering questions or taking escalated calls with guidance. Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors.

Explains the appropriate participant forms and provides guidance on completion. Performs other duties as assigned. Complies with all policies and standards.