**Job Track Description:** + Performs tasks based on established procedures. + Uses data organizing and coordination skills to support the business and perform technical work. + Requires vocational training, certifications, licensures, or equivalent experience. **General Profile** + Developed proficiency within a range of analytical or operational processes. + Completes assignments and facilitates the work of others. + May coordinate assignments beyond work area. + Proposes improvements to processes and methods. + Acts as a lead, coordinating the work of others, but is not a supervisor. + Works autonomously within established procedures. **Functional Knowledge** + Developed skills in a range of processes, procedures, and systems. + Acts as a technical expert in some areas. **Business Expertise** + Understanding of how teams integrate and work best together to support the achievement of company goals. **Impact** + Impacts team through quality of service and sharing of information. + Proposes enhancements to work procedures and practices to improve efficiency. **Leadership** + Serves as a team lead. + Allocates work to team members, as appropriate. + Provides subject matter guidance to junior team members. **Problem Solving** + Provides solutions to problems based on existing challenges or procedures. **Interpersonal Skills** + Effectively exchanges information and ideas. **Responsibility Statements** + Improves participant decision-making process by advising participants on plan provisions. + Responds to client-specific inquiries, including telephone and web correspondence. + Contacts participants to explain calculations and resolve issues. + Identifies solutions to call trends, establishes appropriate agent training needs, and delivers the training. + Provides feedback and coaching to agents regarding adherence to center metrics and established guidelines. + 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 participant forms and provides guidance on completion. + Performs other duties as assigned. + Complies with all policies and standards.