Participant Services Specialist II

SAG-AFTRA Health Plan | SAG-Producers Pension Plan; Burbank (CA); Presencial; USD 60.000 - 80.000; Jornada completa

Descripción de la vacante

SAG-AFTRA Health Plan seeks a Participant Representative II to serve as the primary contact for plan inquiries. You will handle incoming calls, walk-ins, and digital messages, delivering superior service while applying knowledge of retiree health benefits and plan procedures.

The role emphasizes de-escalation, multi-tasking, and collaboration with teams to resolve issues and improve processes in a dynamic benefits environment.

Formación

• Bachelor's degree or higher required.
• 1+ years in a customer service role within a customer-centric organization.
• Strong interpersonal and communication skills with a focus on service.

Responsabilidades

• De-escalate and reduce intensity of difficult calls or inquiries.
• Walk-in support and in-person interaction with participants.
• Manage email inquiries in the Plan's queue and respond promptly.
• Handle chat inquiries and coordinate responses in a timely manner.
• Identify trends, report issues, and contribute to process improvements.

Conocimientos

Customer focus

Decision quality

Accountability

Effective communication

Trust building

Nimble learning

Resilience

Complex problem solving

Collaboration

Compassion

Educación

Bachelor's degree

Herramientas

Microsoft Outlook

Microsoft Word

Microsoft Excel

Descripción del empleo

SAG-AFTRA Health Plan seeks a Participant Representative II to serve as the primary contact for plan inquiries. You will handle incoming calls, walk-ins, and digital messages, delivering superior service while applying knowledge of retiree health benefits and plan procedures.

The role emphasizes de-escalation, multi-tasking, and collaboration with teams to resolve issues and improve processes in a dynamic benefits environment.