2021 Voice Agent HR Account - Benefits Administration Services Associate (Start ASAP)

General Profile

• Developed proficiency within a range of analytical or operational processes.
• Completes assignments and facilitates the work of others.
• May coordinate assignments beyond the work area.
• Proposes improvements to processes and methods.
• Acts as a lead, coordinating the work of others but is not a supervisor.
• Works autonomously within established procedures.

Functional Knowledge

• Developed skills in a range of processes, procedures, and systems.
• Acts as a technical expert in some areas.

Business Expertise

• Understanding of how teams integrate and work best together to support the achievement of company goals.

Impact

• Impacts team through the quality of service and sharing of information.
• Proposes enhancements to work procedures and practices to improve efficiency.

Leadership

• Serves as a team lead.
• Allocates work to team members, as appropriate.
• Provides subject matter guidance to junior team members.

Problem Solving

• Provides solutions to problems based on existing challenges or procedures.

Interpersonal Skills

• Effectively exchange information and ideas.

Responsibility Statements

• Improves participant decision-making process by advising participants on plan provisions.
• Responds to client-specific inquiries, including telephone and web correspondence.
• Contacts participants to explain calculations and resolve issues.
• Identifies solutions to call trends, establishes appropriate agent training needs, and delivers the training.
• Provides feedback and coaching to agents regarding adherence to centre metrics and established guidelines.
• 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 participant forms and provides guidance on completion.
• Performs other duties as assigned.
• Complies with all policies and standards.