Senior Participant Services Associate I

The Pay Range is $21.00-$22.50/Hr. About the CompanyNavia 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. Position SummaryThe Senior Participant Services Associate I effectively responds to incoming participant calls and e-mails and professionally assists participants using available resource and sound judgement. In addition, they take transferred calls that require additional level of knowledge in a specific area, as well as escalated supervisor calls. They review participant/internal issues via tickets created by the Participant Services Associate I, II & III. The Senior Participant Services Associate I, serves as back up for the Participant Services Associates when needed, while providing support for the Participant Services Associate I, II & III. Essential Functions All responsibilities of a Participant Services Associate I, II and III.Provide backup to the Participant Services Associates I, II and III when additional phone coverage is needed.Answer associate's questions and provide additional training when needed.Handle - internal only - call escalations from associates regarding policy and/or procedure.Handle - escalated knowledge call transfers when necessary.Handle supervisor escalations from the entire call center. This is for external participants. Create a feedback loop back to the associates. Coaching them to better handle escalated calls; thereby, decreasing the number of supervisor calls. Review tickets created within the Contact Center, validate the data they contain and provide the proper resolution if possible, or assign to the appropriate department for further review.An established schedule will reflect a part of the day will be spent on strictly on ticket resolution.Log errors made on tickets.Assist and provide guidance to PSRA I, II & III on ticket resolution and overall best practices.Resolve issues from tickets - updating system or reprocessing items.Escalate Client issues to Operations.Respond to participants with resolution to their inquiries/issues.Conduct call monitoring for quality assurance and bonus incentive requirements.Coach/Mentor Participant Services Associates on redundant or erroneous tickets, coaching the associate's with Departmental Best Practices or Tip and Tricks to reduce mistakes and minimize the number of tickets.Proficiency in navigating multiple internal software programs while troubleshooting participant issues.Identify and escalate issues that require additional research.Reinforce and support training in all practices.Assist with updating processes and procedures.Assist with any other activities as needed.Exceptional attendance is required to ensure participant's issues answered in a timely manner and work is distributed fairly amongst team members. Requirements High School Diploma or GEDSome college preferred, equivalent experience accepted1+ years of customer service experience analyzing and solving customer problems, OR 1 year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties. Minimum of 1+ experience administering employee benefit plans in one of the Health and Welfare areas (eligibility and enrollment, reimbursement plans (FSA, DCA, HRA, HSA etc.), continuation of benefits plans (COBRA, LOA, Retiree, Direct Bill), or EAM services.Current certifications in Flexible Compensation or COBRA administration within 6 monthsAct as a Role Model to the Team: Lead by setting a good example, insuring behavior is consistent with words and actions. Always using established Departmental Best Practices. Ability to Train: Provide ad hock and "in the moment" training to ensure all team members have the necessary knowledge to effectively provide customer service. This would be in specific to erroneous and flawed TPR and departmental policies. Provide Coaching: Ask relevant questions, completely understanding a given situation. Then provide the associate a solutions and detailed instructions & actions via email, Skype or side by side training to insure the associate learns how to approach situation going forward. Research Complex Issues: Ability to make quality decision without guidance and execute effectively on those decisions. Solutions should reflect an understanding of all possible variables. Must have some OP's knowledge and functions i.e. processing claims. Must know all aspects of ticketing system, its policies and procedures and best practices. Higher knowledge of the ticketing system. Time Management: Exercise conscious control over the amount of time spent on specific activities, to increase effectiveness, efficiency and productivity. Provide Excellent Customer Service: Patience- The ability to stay patient when the participant or associate is confused and frustrated meanwhile taking the time to truly figure out what they want.Attentiveness- The ability to use active listening skills and really listen to participant or associate is crucial for providing great service.Clear Communication Skills - The ability to get to the problem at hand quickly and clearly communicate to participant or associate, keep it simple and leave nothing to doubt.Positive Attitude - Maintain a cheery persona despite dealing with people who may be grumpy. Knowledge - Senior Participant Services Associate I must be a Subject Matter Expert on at least 3 services i.e. Reimbursement, COBRA Ben Admin or401K. Should have a deeper knowledge of the ticketing system. Empathic - Understanding a participant feeling and needs. Placing themselves in the participants position. 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.Competent and effective on internal skills: Able to effectively handle inbound calls and emails on all services.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.Team Player: The ability to willingly work in cooperation with others. Help to create and foster an environment oriented to trust and cohesive team effort. Exemplify TRI-AD Core Values: Integrity, Service, Initiative, Positive Attitude, Accountability and Empowerment. Please visit our career page and apply directly: www.naviabenefits.com/workatnaviaNot all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA