Participant Services Associate

Navia Benefit Solutions•Escondido, CA

3d•Remote

About The Position

Navia is a national, consumer-directed benefits provider serving 10,000+ employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology. Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more. The Participant Services Associate effectively responds to incoming participant calls and e-mails and professionally assists participants using available resources and sound judgment.

Requirements

High School Diploma or GED.
Some college preferred, equivalent experience accepted.
Provide Excellent Customer Service: Patience – The ability to stay patient when the participant is confused and frustrated meanwhile taking the time to truly figure out what they want
Attentiveness – The ability to really listen to the participant is crucial for providing great service
Clear Communication Skills – The ability to get to the problem at hand quickly, and clearly communicate with customers, keep it simple and leave nothing to doubt
Positive Attitude – Maintain an optimistic persona despite dealing with people who may be pessimistic
Competent and Effective on internal skills: Able to effectively handle inbound calls and emails in at least 1-2 service areas.
Effective Delivery of Varied Communication Styles: Ability to understand your own natural style of communication and adapt that style to varied communications styles of others to ensure effective communication occurs.
Multitasking: The ability to approach multiple tasks and clearly establish which task is more important than others, then immersing yourself in your immediate task, but not forgetting about what remains to be done next.
Effective Writing: The ability to craft a succinct response that addresses simple to complete inquiries in a tone that is appropriate for the intended audience, using proper organization, phrasing and grammar. Typing speed of at least 35 WPM.
Team Player: The ability to willingly work in cooperation with others. This means being accountable, the team counts on each member to be at work every day for work to be distributed fairly and to maximize customer service. Punctuality, this includes arriving to work on time and taking breaks and lunches on time to ensure that no individual team member is being inundated with calls because someone didn’t take their break on time. Maintain an encouraging and optimistic attitude, negative energy spreads like wildfire. Maintaining an encouraging and optimistic attitude is key to creating a collaborative and thriving environment.

Responsibilities

Respond to participant inquiries via phone calls, e-mails and voicemails within standard service level agreements.
Answer incoming call within 60 seconds
Emails received before 2pm must be answered the same day
Emails received after 2pm must be answered by 10am the following day
Voicemails received before 4pm must be responded to the same day
Comfortable navigating multiple internal software programs while troubleshooting participant issues.
Deescalate calls using available resources.
Identify and escalate issues that require additional research.
Place the caller on hold while a ticket is entered to be submitted to the research team for investigation
Complete ongoing training to become well versed in different plan areas.
Backup other Contact Center team members.
Assist with updating processes and procedures.
Assist with additional activity as needed.
Act as a team player.
Exceptional attendance is required to ensure participant’s calls are answered in a timely manner and work is distributed fairly amongst team members.