Participant Support Specialist II - Health Plan

SAG-Producers Pension Plan; Burbank (CA); On-site; USD 52,000 - 78,000; Full time

Job summary

SAG-Producers Pension Plan is seeking a Participant Representative II to serve as the primary contact for Plan participants, handling inquiries via phone, email, and chat. You will de-escalate conflicts, provide walk-in support, and help manage retiree health benefit information.

The role emphasizes customer service excellence, accurate information delivery, and coordination with plan systems to resolve issues efficiently. Strong communication and empathy are essential.

Qualifications

• Bachelor's degree or higher.
• 1+ year in a customer service position in a customer-centric organization.
• Demonstrates customer focus and builds effective customer relationships.
• Makes sound decisions under partial information and uses appropriate criteria.
• Keeps commitments and demonstrates ownership and accountability.
• Communicates effectively across audiences and channels.
• Acts with integrity and earns trust.
• Learns quickly and adapts to new situations.
• Resilient when facing challenges and setbacks.
• Collaborates to achieve shared objectives.
• Shows empathy and compassion throughout call lifecycles.

Responsibilities

• De-escalate and reduce intensity of conflicts or difficult inquiries.
• Provide walk-in support and in-person customer interactions.
• Manage email inquiries and respond to HBO email queue.
• Handle chat inquiries and respond via chat queue.
• Contribute to process improvement and optimization.
• Possess ability to perform duties of HBO Rep I under supervision.
• Handle more complex inquiries as needed.
• Understand retiree health benefits and vendor inquiry procedures.
• Identify error trends and inform management with proposed solutions.
• Attend meetings and communicate major points and actions.

Skills

Customer focus

Decision quality

Accountability

Effective communication

Instills trust

Nimble learning

Resilience

Managing complexities

Collaboration

Compassion

Education

Bachelor's degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

SAG-Producers Pension Plan is seeking a Participant Representative II to serve as the primary contact for Plan participants, handling inquiries via phone, email, and chat. You will de-escalate conflicts, provide walk-in support, and help manage retiree health benefit information.

The role emphasizes customer service excellence, accurate information delivery, and coordination with plan systems to resolve issues efficiently. Strong communication and empathy are essential.