Call Center Employee Benefits Representative

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The responsibility of a Benefit Representative is to ensure our clients’ employees receive quick and accurate responses to inquiries related to their health insurance plans.

Call Center Experience is preferred!

Three shifts available:

6:00 a.m.- 2:30 p.m.

7:30 a.m. - 4:00 p.m.

8:30 a.m. 0 5:00 p.m.

Essential Duties and Responsibilities:

The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Answer and respond to inbound employee calls and emails regarding health insurance inquiries
• Escalate issues of increased complexity, according to department standards, to the applicable internal client service contact
• Report any software platform issues to the Call Center management team
• Read all client alerts submitted to the Call Center CSD homepage
• Learn navigation of call center resources such as the employer portals, drives, and sample test accounts
• Act as a liaison among the member, client, service provider, and the healthcare organization when necessary
• Assist members by helping them decipher benefit plan documents, describing their benefits, explaining the applicable benefit plan policies and/or procedures, and referring them to the appropriate service representatives
• Properly document all member and client communications in the email/call routing services tool according to department standards
• Assist members with benefit claims resolution by coordinating with the carrier or the assigned benefits administration team member to escalate the claim for further research and completion
• Communicate and follow-up with team members regarding outstanding issues or client service management tickets
• Maintain excellent attendance and punctuality according to department standards
• Responsible for daily completion of call center print and outbound communication queues
• Maintain the Perfect Client Experience on all calls according to Quality Assurance Key Performance Indicators

Required Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma required
• Active Life Agent License is preferred, however not required
• Bilingual in Spanish is preferred, however not required
• Customer service or call center experience is required, preferably in a health insurance carrier or Human Resources environment, with minimum of one a year
• HIPAA Certificate must be obtained within one week of hire date (done internally)
• Exceptional telephone etiquette and communication skills in a call-center environment including, but not limited to: listening without interrupting, using a clear and audible voice, using an appropriate and inoffensive tone of voice, communicating enthusiastically (when appropriate), using language that is easily understood by the receiving participant, and using the proper rate of speed when speaking
• Exceptional oral and written communication skills using proper grammar and appropriate terms
• Strong problem-solving skills
• Intermediate typing skills (approximately 40 WPM)
• Demonstrated proficiency in computer skills, such as Microsoft Office software products
• Ability to communicate and respond calmly and professionally
• Must be able to screen details and identify potential discrepancies
• Must be able to clearly communicate in the English language
• Excels as part of a cooperative, dynamic team, always displaying a positive attitude and a desire to “solve for yes” and provide win-win solutions
• Able to adapt to change, take initiative, manage time effectively, and successfully manage stressful situations
• Advanced knowledge of benefits administration practices and procedures

  Additional Position Requirements:

• Work Environment: Office environment; majority of job function and tasks are performed sitting at a desk, utilizing a computer, phone, and mouse
• Physical Demands: Able to carry materials weighing up to a maximum of 30 lbs.
• Hours of Work: Full-time; Monday – Friday; some overtime may be necessary during busy season

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name