Remote Customer Service - Employer Benefits
This position Pays $18/Hr
This is a remote opportunity
Training will be from 11a-7:30p (EST), 10a-6:30p (CST), 8a-4:30p (PST)
Once Training is complete, employees will be assigned a schedule between the hours of 8a-9p (EST), 7a-8p (CST), 5a-6p (PST)
Candidates should have open availability within these times.
About the Company
Navia is a national, consumer-directed benefits provider serving 10,000+ employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology.
Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.
Position Summary
The Participant Services Associate effectively responds to incoming participant calls and e-mails and professionally assists participants using available resources and sound judgment.
Essential Functions
- Respond to participant inquiries via phone calls, e-mails and voicemails within standard service level agreements.
- Answer incoming call within 60 seconds
- Emails received before 2pm must be answered the same day
- Emails received after 2pm must be answered by 10am the following day
- Voicemails received before 4pm must be responded to the same day
- Comfortable navigating multiple internal software programs while troubleshooting participant issues.
- Deescalate calls using available resources.
- Identify and escalate issues that require additional research.
- Place the caller on hold while a ticket is entered to be submitted to the research team for investigation
- Complete ongoing training to become well versed in different plan areas.
- Backup other Contact Center team members.
- Assist with updating processes and procedures.
- Assist with additional activity as needed.
- Act as a team player.
Exceptional attendance is required to ensure participant’s calls are answered in a timely manner and work is distributed fairly amongst team members.