Participant Experience Senior Specialist

Consolidated Admin Services•Cabot, AR

3d•Onsite

About The Position

The Participant Experience Senior Specialist is a senior-level service professional responsible for delivering exceptional service to clients and participants. This role serves as a primary representative of the company in all interactions-whether in person, by phone, or in writing- and plays a critical leadership role within the department. The Senior Specialist functions as a subject matter mentor, supporting operational excellence, service quality and continuous improvement initiatives. This position requires advanced knowledge of company products, services, policies and procedures, as well as the ability to manage complex participant matters and sensitive situations with professionalism and discretion.

Requirements

High school diploma or equivalent required; associate or bachelor’s degree preferred.
Demonstrated experience in customer service, client services or benefits administration.
Prior leadership or mentoring experience.
Advanced understanding of company products, services and internal processes.
Proficiency with internal systems, email management and reporting tools.
Advanced experience with word processing, spreadsheets, data entry, e-mail management, and file management
Strong interpersonal skills, ability to relate to a wide range of people, and collaborate well with others
Excellent communication skills to include: actively pays attention to, and participants in, communication with others, adapts communication style to audience, friendly, confident, gives and receives feedback, volume and clarity, empathetic, respectful, responsive
Ability to manage escalations with professionalism and discretion.
Displays initiative, a desire to learn and develop, a willingness to help others
Mentors fellow Customer Service team members, leads by example
Generates ideas, solves problems as they arise
Excellent attention to detail skills to include: organizational skills, time management skills, analytical skills, observational skills
High level of efficiency, accuracy, and responsibility
Handles and protects confidential and sensitive information with utmost importance
Excellent understanding of customer care and services
Prioritizes and manages different tasks at once
Works effectively to meet deadlines
Thrives in pressured or stressful situations
Committed and flexible attitude
Presents a professional image
Must be flexible with work schedule to support cyclical work demand

Responsibilities

Serve as a senior point of contact for participants.
Represent the company professionally in all verbal and written communications.
Handle complex participant inquiries, escalated issues and sensitive situations.
Serve as first point of contact for internal escalations prior to management involvement.
Ensure timely, accurate resolution of participant concerns.
Maintain confidentiality and compliance with applicable regulations and company standards.
Provide training, guidance, and ongoing coaching to new hires and less experienced staff.
Contribute to customer service excellence initiatives and departmental best practices.
Assist in developing training materials, process documentation and reference resources.
Support knowledge transfer and cross-training efforts within the department.
Fill in for the Participant Experience Manager when necessary.
Distribute, assign and ensure timely resolution of incoming emails and requests.
Identify operational inefficiencies and recommend improvements.
Collaborate with Participant Experience Manager on workflow enhancements and service optimization.
Support special projects and departmental initiatives.
Verbal and written communication with participants.
Substantiate debit card transactions.
Process debit card returns and maintains debit card files.
Assist the Claims Department with Mobile App and Consumer Portal.
Review enrollment reports for discrepancies.
Process enrollments submitted by file or paper copy.
Route payroll and funding reports from the Info email and Communications Tab.
Process participant terminations, as directed.
Maintain accurate documentation and records.
Support account related administrative activities.
Follows appropriate escalation procedures.
Other duties as assigned, including special projects.
Submits disputes on behalf of participants and ensures timely follow-up through all stages of the dispute process until final resolution.