**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