Customer Support Associate

Role & responsibilities

• Process complex benefit administration activities with minimal supervision 
• Review claim documentation and determine appropriate next steps 
• Contact providers and other stakeholders to obtain required information 
• Manage follow-up activities and resolve outstanding requests 
• Ensure compliance with quality, productivity, and service-level standards 
• Identify and resolve processing exceptions
• Maintain accurate and complete documentation
• Support multiple product lines and workflows 
• Assist with training, coaching, and knowledge sharing 
• Escalate issues or exceptions to leadership when needed 
• Recommend process improvements and efficiency opportunities

Preferred candidate profile

L1 Associate (6 Months – 2 Years experience)

• Priority 1: Candidates with US Insurance voice experience.
• Priority 2: Candidates with insurance experience (any insurance domain) or candidates from other contact center industries who demonstrate strong communication skills.

L2 – Senior Associate (2+ Years experience)

• Candidates with Experience in contact center operations within US disability, leave administration, insurance, claims processing, healthcare operations domain and Strong communication skills.
• Experience working with productivity and quality performance metrics
• Experience handling provider outreach or benet-related support activities