Customer Advocate - Remote Benefits Support

About the role

The Customer Advocate is the first point of contact for plan participants, helping them with questions about their benefits such as Flexible Spending Accounts, Health Savings Accounts and COBRA. The role works in a high-call-volume environment and guides users through self-service resources. It is remote after onboarding, with two weeks of in-person training at the Carrollton, TX corporate office.

Key responsibilities

• Serve as the first point of contact for participant inquiries, giving timely and accurate information.
• Educate participants on benefits processes, plan details and HSA investment options so they can be self-sufficient.
• Resolve inquiries and complaints, aiming for first-call resolution, including escalations.
• Take proactive steps to resolve issues and set clear expectations with participants.
• Document all activities in the CRM system for quality and metrics tracking.
• Maintain professionalism and empathy, especially in difficult situations, while upholding HIPAA and privacy regulations.

Required profile

• Associate's degree or four years of experience in a customer support or service role.
• At least 2 years of multi-channel service experience (chat, phone, email) in a contact center.
• Prior healthcare, benefits administration or insurance experience preferred; bilingual capability is a plus.

Required skills

• Experience with CRM platforms and cloud-based tools such as Zendesk and Amazon Connect.
• Strong written and verbal communication, with the ability to handle sensitive situations empathetically.
• Ability to multitask and stay responsive under pressure.

What we offer

• Starting pay of $21 per hour.
• Medical, vision, dental, disability and life insurance, plus 401(k) matching.
• Flexible Spending Accounts, Health Savings Accounts and employee assistance program.
• Tuition reimbursement, commuter reimbursement, bonus pay and well-being memberships.