**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** + Expanded 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. + Establishes the appropriate approach for new assignments. + Works with a limited degree of supervision. **Functional Knowledge** + Developed skillset in a range of processes, procedures, and systems. **Business Expertise** + Supports to achieve company goals by helping teams to integrate and work together. **Impact** + Impacts a team through quality of the services provided and information shared. + Uses discretion to modify work practices and processes to achieve results or improve efficiency. **Leadership** + May provide guidance to junior team members. **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. + Assists junior employees by answering questions or taking escalated calls with guidance. + Advocates for participants to coordinate benefits, services, and payments with outside providers and vendors. + Explains the appropriate participant forms and provides guidance on completion. + Performs other duties as assigned. + Complies with all policies and standards.