Austin, TX
GENERAL DESCRIPTION:
Do you have a head for details and a heart for connecting with customers? We are seeking candidates to join our Telephone Counseling program. Our counselors help our members have a positive retirement experience and strive to provide caring, personal service. Their goal is to provide amazing customer service and make a meaningful difference in the lives of members. We are looking for candidates who love to help people, solve problems, communicate well, and thrive on providing a great customer experience to those they serve. Your experience in banking, accounting, claims or benefit processing gives you a strong foundation to join the team as a trainee where we'll teach you the ins and outs of our business. Upon successful completion of departmental training and employee probation periods, you'll have opportunities to move beyond an entry-level role, connect with our base of over 1.3 million members, and grow your career in one of Austin's Top Workplaces.
GENERAL DESCRIPTION:
The Health Benefits Counselor performs routine to complex (journey-level) health and insurance benefits counseling work in an on-the-job-training environment. Work involves providing customer service, counseling, and technical assistance to TRS health plan participants; assisting with preparing reports; and participating in department and/or agency activities. Works under moderate to general supervision with limited to moderate latitude for initiative and independent judgment. This position is located in downtown Austin and reports to the Manager of Health Benefit Counseling.
Customer Service/Counseling:
Actively participates in the TRS Health Benefits Counseling training program.
• Responds by telephone or written correspondence to inquiries from retirees, members, school districts, agency staff, and other interested parties regarding TRS-Care, TRS-ActiveCare, or Optional Insurance program requirements and associated agency laws, rules, policies, procedures, and systems.
• Reviews requests and assists in researching member, retiree, vendor, and/or employer records for exceptions to TRS-Care and TRS-ActiveCare enrollment status, and documents all findings and actions taken.
• Obtains or provides needed information to members, retirees, employers, and/or vendor representatives by phone, in person or in written form.
• Processes routine requests for enrollment.
• Conducts reviews and analysis of benefit account records that are associated to individual research requests, or as a result of system exception reports.
• Drafts letters to members explaining final resolutions of formal enrollment and eligibility appeals.
Reporting:
• Assists with reviewing, compiling, and entering data into spreadsheets, databases, and other automated applications.
• Assists with preparing periodic and ad-hoc reports based on data and other relevant information.
Department / Agency Activities:
• Provides back-up and assistance to other team members.
• May participate in special projects as assigned
Learn more about this awesome opportunity and the company by clicking on the link below:
MINIMUM QUALIFICATION REQUIREMENTS/LICENSES AND CERTIFICATIONS:
Education: High school diploma or equivalent. Training Required to successfully complete the TRS Benefit Counseling training program and new hire probation period. Experience Two (2) years of full-time experience in banking, accounting, claims processing, benefit processing or other customer service related experience involving interpreting, applying and communicating complex laws, regulations and policies.
Registration, Certification, or Licensure: None Preferred Qualifications Associate's or Bachelor's degree from an accredited college or university. One (1) year of experience in a call center environment requiring the interpretation and explanation of complex program laws, rules, policies and procedures. Experience communicating using web chat software. Bilingual in English and Spanish.
If you are interested please contact Latasha Simon-Barney
Email: LBarney@chasesource.com
Tele: 713-874-5861
Qualifications
- High School Diploma
- (1) year of experience in a call center environment