The Contact Center Representative serves as the frontline support for participants and employers, handling inbound and outbound calls, and emails related to benefit accounts such as HSAs, FSAs, COBRA, and related services. This role requires strong communication skills, accuracy, empathy, and the ability to navigate regulated environments (HIPAA, IRS rules).
Key Responsibilities:
- Respond to incoming calls and emails from participants with professionalism and empathy.
- Provide clear and accurate information regarding benefit plan details, eligibility, contribution limits, and qualified expenses.
- Investigate and resolve routine account discrepancies, denied claims, and participant concerns independently; escalating complex issues when necessary.
- Document all interactions accurately in CRM/case management systems
- Identify and escalate unusual call volumes
- Meet performance metrics (AHT, accuracy)
