This opportunity is available for residents of North Dakota, Minnesota and South Dakota.
The Participant Services Specialist is responsible to answer all participant questions in regard to administered benefits with accuracy and high quality customer service.
Must adhere to security policies
Responsible for assisting participants by answering questions, solving problems and educating
Receives incoming customer calls, responds to customer email and chat inquiries in a timely manner and assists customers that visit our facility.
Handles all inquiries professionally and with accuracy.
Promotes a favorable image of Discovery Benefits through positive interactions with customers.
Researches all inquiries utilizing resources available.
Understands and applies confidentiality guidelines.
Meets customer service statistical goals and quality standards.
95% Average Quality Scores
5:00 Talk Time and/or 8 contacts per hour; 23% Make Busy
An additional 30 second allowance will be added if Mercer COBRA trained
Level 1 expectations must be met within 90 days of the representative solo date.
Has advanced knowledge on the products Discovery Benefits offers.
Understands and practices the IRS and HIPAA Regulations that pertain to those plans.
Processes incoming requests in a timely manner following customer service standards while staying within the turnaround time.
Participates in initial and continuous departmental training.
Experience in a virtual team environment
Ability to learn, develop and excel in a virtual environment
Comfort in learning and using digital tools and systems
Ability to work independently
Follows attendance and punctuality standards.
Demonstrates the DBI Core Values daily
Other duties as assigned
Availability to high speed internet
Must have a private work space