Job Track Description:

\n\n Performs business support or technical work, using data organizing and coordination skills.\n Performs tasks based on established procedures.\n In some areas, requires vocational training, certifications, licensures, or equivalent experience.\n\n

General Profile

\n\n Expands skills within an analytical or operational process.\n Maintains appropriate licenses, training, and certifications.\n Applies experience and skills to complete assigned work.\n Works within established procedures and practices.\n Works with a moderate degree of supervision.\n\n

Functional Knowledge

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

Business Expertise

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

Impact

\n\n Impacts a team through quality of services and information provided.\n Follows standardized procedures and practices and receives moderate supervision and guidance. \n\n

Leadership

\n\n Has no supervisory responsibilities.\n Manages own workload.\n\n

Problem Solving

\n\n Ability to problem solve, self-guided.\n Evaluates issues and solutions to provide the best outcome for the client and end-users.\n\n

Interpersonal Skills

\n\n Exchanges information and ideas effectively.\n\n

Responsibility Statements

\n\n Improves participant decision-making process by advising participants on plan provisions.\n Responds to client-specific inquiries, including telephone and web correspondence.\n Completes transactions related to customer inquiries with limited supervision.\n Meets timeliness and accuracy standards.\n Documents calls by creating detailed notes in the case management system.\n Completes callbacks in a timely manner and escalates as appropriate.\n Adheres to call center metrics and guidelines within established procedures.\n Explains the appropriate participant forms and provides guidance on completion.\n Performs other duties as assigned.\n Complies with all policies and standards.\n