The Client Advocate will serve as the Single Point Of Contact for the Plan Sponsor Human Resources personnel (Benefit Coordinator, Administrator, etc.) and respond, manage, and resolve escalated complex member level issues referred primarily through written contact by the Plan Sponsor or by the member through Customer Service inquiry.
Acts as a single-point-of-contact for Strategic Resource Company (SRC) escalated member level issues and/or broader plan administration matters, primarily via email. May include requests for claim analysis, benefit questions and plan clarification, verification and updates to terminations, hire/re-hire dates, and correction of enrollment errors. Resolves escalations and communicates resolution to the Plan Sponsor, including action steps for long term solution, if necessary. Tracks and trends escalation resolution. Identifies global Plan Sponsor specific issues and escalates to Account Manager for resolution, while staying abreast of resolution steps Participates in Plan Sponsor conference calls to discuss member related issues or concerns and escalation trends Submits requests for fulfillment orders for Plan Sponsors and members Researches and submits member level refund requests Supports installation of new and existing accounts by attending implementation planning/process meetings. Collaborates with Account Management team to achieve growth/renewal objectives and meet customer expectations Initiates and maintains partnerships with other departments throughout the organization. Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities Insures acknowledgement and resolution Performance Guarantee goals are met within the scope of the Client Advocate role Creates and updates specific Plan Sponsor information in the Plan Sponsor Tool Utilizes exceptional written communication skills during interaction with Plan Sponsor, assuring clear, concise information is relayed and proper grammar and punctuation are used Possesses flexibility, workload balancing, and willingness to assist team members when backlogs occur to achieve success and meet customer expectations Ability to work with cross-functional business units to meet customer needs; promotes collaboration among constituents and represents a professional image of the company Ability to support multiple plan sponsors
Account Management experience and/or Plan Sponsor Service experience 2- or 4-year college degree or equivalent work experience.Associate's degree or equivalent work experience.
Additional Job Information
• 3-5 years previous experience with Call Center/Claim environment is desired these are the items for background, did not see these as options in drop down list
Associate's degree or equivalent experience
Percent of Travel Required
0 - 10%