Remote Participant Advocate - Customer Support

Navia Benefit Solutions, Inc.; Northern (KY); Hybrid; USD 20,000 - 29,000; Full time

Job summary

Navia Benefit Solutions, Inc. is seeking a remote Participant Services Associate to respond to participant calls and emails and help participants with benefit questions using available resources and sound judgment.

Training is scheduled across EST, CST, and PST, with after-training hours set between 8am and 9pm in EST/CST/PST. The role requires open availability, exceptional attendance, patience, attentiveness, clear communication, and a collaborative team spirit.

Qualifications

• Experience handling inbound calls and emails in a customer service role.
• Ability to stay patient and clear when assisting participants.
• Strong listening and problem-solving skills to resolve questions.

Responsibilities

• Respond to participant inquiries via phone, email, and voicemail within SLAs.
• Navigate multiple internal software programs while troubleshooting issues.
• Deescalate calls and escalate unresolved items to research teams.
• Maintain training progress and support team backups as needed.

Skills

Customer service

Communication

Multitasking

Patience

Team player

Education

High School Diploma or GED

Some college

Equivalent experience accepted

Job description

Navia Benefit Solutions, Inc. is seeking a remote Participant Services Associate to respond to participant calls and emails and help participants with benefit questions using available resources and sound judgment.

Training is scheduled across EST, CST, and PST, with after-training hours set between 8am and 9pm in EST/CST/PST. The role requires open availability, exceptional attendance, patience, attentiveness, clear communication, and a collaborative team spirit.