Customer Operations Sr Representative
About The Position
The PCC (Portability, Continuation, and Conversion) team is part of Administration & Client Services (ACS) within Employee Benefits Solutions (EBS). ACS delivers end-to-end administration and client service, supporting the full customer and policy lifecycle with a focus on accuracy, efficiency, and a high-quality customer experience. Our teams provide support across the entire journey, from onboarding and implementation through ongoing servicing, billing, and customer communications. We work closely with clients, administrators, and internal partners to deliver responsive, reliable service and ensure a seamless experience at every stage. Within this structure, the PCC team supports customers as they transition or maintain coverage following a qualifying event. This role focuses on managing casework, reviewing documentation, and ensuring accurate and timely processing. Associates partner closely with customers and internal teams to work through questions, resolve issues, and provide a smooth, supportive experience during key coverage decisions.
Requirements
- Strong customer focus, with the ability to support both internal and external partners
- Clear verbal and written communication skills
- Strong attention to detail and ability to manage multiple tasks at once
- Problem-solving skills with the ability to research and work through case issues
- Effective organization and time management skills to meet deadlines
- Ability to work within established quality and service expectations
- Comfort using systems and tools, including Microsoft Word and Excel
- Ability to work both independently and as part of a team
- Professional, positive approach with a willingness to learn and adapt
- Openness to feedback, process improvements, and cross-training opportunities
- Flexibility to support overtime during higher volume periods
Responsibilities
- Process portability, continuation, and conversion requests, ensuring accuracy and timeliness
- Review documentation for completeness and follow up to gather any missing or unclear information
- Identify and resolve discrepancies or issues that may delay processing, partnering with internal teams as needed
- Communicate clearly with customers and internal partners to explain requirements, next steps, and case status
- Document all case activity and maintain accurate system records
- Monitor and manage assigned work to meet service level expectations and quality standards
- Escalate complex or time-sensitive issues following established procedures
- Support inbound and outbound call activity as needed to manage volume and maintain service levels
- Maintain compliance with all regulatory requirements and internal policies
- Contribute to team success by sharing ideas, supporting peers, and participating in cross-training opportunities
Benefits
- Paid time off
- Leave programs (parental leave, caregiver leave, bereavement, military leave)
- Nine company paid holidays
- Company-funded pension plan
- 401(k) retirement plan with company contribution
- Medical, dental, and vision coverage from the first day of employment
- Volunteer paid time off
- Dollar-for-dollar matching gift program
- Associate Resource Groups (ARGs) focusing on Mental Wellness and Disability Pride, Young Professionals, Multicultural Network, Women and Allies, and Servicemember
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
