Job Track Description:

• Performs business support or technical work, using data organizing and coordination skills.

• Performs tasks based on established procedures.

• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

• Expands skills within an analytical or operational process.

• Maintains appropriate licenses, training, and certifications.

• Applies experience and skills to complete assigned work.

• Works within established procedures and practices.

• Works with a moderate degree of supervision.

Functional Knowledge

• Developed skills in a range of processes, procedures, and systems.

Business Expertise

• Supports the achievement of company goals by integrating teams for the best outcome.

Impact

• Impacts a team through quality of services and information provided.

• Follows standardized procedures and practices and receives moderate supervision and guidance.

Leadership

• Has no supervisory responsibilities.

• Manages own workload.

Problem Solving

• Ability to problem solve, self-guided.

• Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• Improves participant decision-making process by advising participants on plan provisions.

• Responds to client-specific inquiries, including telephone and web correspondence.

• Completes transactions related to customer inquiries with limited supervision.

• Meets timeliness and accuracy standards.

• Documents calls by creating detailed notes in the case management system.

• Completes callbacks in a timely manner and escalates as appropriate.

• Adheres to call center metrics and guidelines within established procedures.

• Explains the appropriate participant forms and provides guidance on completion.

• Performs other duties as assigned.

• Complies with all policies and standards.

• Typing Speed Requirement 20WPM