Associate Customer Care Advocate

SUMMARY

The Associate Customer Care Advocate serves as an advocate, subject matter expert, and liaison for members and employers of the ELCA or other faith-based organizations. This position is responsible for answering member questions, resolving issues via telephone and written correspondence to promote strong relationships with customers and other stakeholders who contact Portico Benefit Services. They must also effectively interpret and apply benefit plan rules and knowledge of business processes and operations. 

This position must understand and comply with all of Portico’s Governance, Risk, and Compliance standards (e.g. internal controls, regulatory compliance, and policy compliance).

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

· Handle inbound and outbound calls with customers, while listening to members needs and resolving generally low impact, low risk issues

· Demonstrate consistent presence on required in-office days

· Demonstrate drive for results and problem-solving skills while offering courteous, helpful, and efficient customer service

· Demonstrate competence in research, logical reasoning, analysis, and mathematical functions

· Demonstrate the ability to manage multiple priorities, maintain organization initiatives, and stay current on tasks and responsibilities

· Utilize business product knowledge, plan rules and processes to deliver accurate information

·Proactively seek opportunities to advocate on behalf of the customer by collaborating with team members, sharing information, and resolving member issues

·Thoroughly assess each unique member situation to provide accurate and relevant information

·Seek opportunities first contact resolution by taking ownership of the call, research, assess potential solutions, take needed action and manage and any necessary follow-up

· Provide support for customers who need assistance accessing our external website/portals

· Meet and sustain all Key Performance Indicators, including but not limited to: Quality Assurance Call reviews, After-call work and Hold time metrics

·Utilize technology systems and knowledge base to determine benefits eligibility, calculate member benefits and maintain account data on members and dependents

· Manage cases to resolve in a professional and timely manner

·Take responsibility for learning system changes

·Understand and apply Portico’s Performance Excellence (e.g. compliance, enterprise risk management and quality) activity standards, including entity-level policy and practice standards that pertain to control evidence retention

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·Excellent service skills when communicating with members, employer representatives, and other stakeholders who contact Portico Benefit Services

·Ability to execute goals within the Strategic Plan

·Collaborative with other business units and teammates through cooperation and positivity

·Critical thinking skills

·Ability to listen and understand the member situation to assess potential solutions, take needed action, and manage necessarily follow-up

·Demonstrated ability to manage multiple priorities, maintain organization initiatives, and stay current on tasks and responsibilities

·Proficiency with Windows-based software programs and desktop systems, including MS Outlook, CRM, SharePoint & Teams

·Exceptional skills in verbal and written communication that is clear, concise, complete and correct

· General knowledge of the organization’s business processes, products, customers, and partners

· Drive to continue personal development by absorbing feedback and actively taking part in learning

· Ability to establish, build, and maintain relationships with plan members, internal customers, team members, direct and indirect supervisors

EDUCATION

•  Bachelor’s degree

EXPERIENCE 

· 1-3 years related work experience in customer service, human resources or benefits administration

· Knowledge of health and retirement benefits strongly desired

ORGANIZATIONAL COMPETENCIES

·    Customer Focus

·      Ethics & Values

·      Functional/Technical

·      Interpersonal Savvy

·      Problem Solving

·      Drive for Results

·      Integrity & Trust

·      Continuous Improvement (Total Work Systems)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

STARTING PAY RANGE: $47,800 - $50,000.00 Annualized (Non-Exempt)

BENEFITS SUMMARY: Portico offers a comprehensive benefits package which includes premiums paid for health care coverage and a 10% employer retirement contribution as well as competitive time off and wellness benefits.