- Serve as the first point of contact for participants with benefits inquiries.
- Provide timely and accurate information about participant inquiries.
- Educate participants on benefits processes, plan details, and HSA investment options.
- Resolve inquiries and issues, aiming for first-call resolution and handling complaints and escalations.
- Identify and carry out actions needed to resolve issues, setting clear expectations with participants.
- Document activities in the CRM for quality and metrics tracking.
- Maintain professionalism and empathy, including during difficult situations.
- Follow HIPAA, privacy regulations, and quality standards.
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