Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The role of the Specialist Customer Relations is to respond to a variety of benefits e-mail inquiries while providing a high level of customer service and aiming to deliver First Contact Resolution (FCR).  The e-mail CRS is trained on one of four training categories (Medical, dental, drugs and tech support) to help plan members understand the products and services being offered by the company in a courteous and accurate manner. They answer e-mail inquiries received from plan members. The individual is expected to handle routine to very complex questions on additional benefits.

ESSENTIAL FUNCTIONS:

• The Specialist Customer Relations is responsible for investigating problems, researching all relevant information and consulting with various staff to determine an appropriate decision and retention of business. This role requires collaboration with other departments in making our members feel valued and appreciated.
•  Handles questions, concerns, or other issues. Their job is to help ensure plan member satisfaction by fully resolving their stated inquiry and answering any associated questions based on experience. They provide a critical service for members who were unable to find their answer on the system and educate the member where they can self-serve next time if applicable to increase member adoption and reduce volume to the contact center.
• Their accurate, efficient handling of e-mails helps the function continue to increase member self-serve, lower demand to the contact centre and avoid additional contacts to other channels.
• Provide excellent customer service answering both simple and complex inquiries from plan members by entering details of all contacts in the system.
• Follow stated schedule to ensure optimum productivity
• Effectively manage e-mail follow ups with members to ensure meeting the commitments within the stated timeframe
• Answering members questions regarding products and services that may be eligible under their plan.
• Resolve outstanding issues for members
• Accountable for being professional and diplomatic in dealing with all members, including irate individuals who present unique problem- solving challenges. This requires analysis and evaluation of varied information. Problems or situations may be dissimilar.
• Must apply a variety of specialized techniques and methods which may not always be standardized or prescribed. May have to modify procedures and practices.
• Involves problem identification where different points of view sometimes may be expected. Considerable explanation and persuasion to obtain willing consent or action from others is required.
• Obtain outstanding requirements from members needed for assessment.
• Communicate with our business partners to complete assessment of member’s inquiry.
• Reach out to support team (TPL/SL) for guidance to complete caller’s concern/situation.
• Provide formal written communication to assess member's request.

QUALIFICATIONS:

• Bachelor's degree
• 1-3 years of experience (relevant experience is preferred)
• Strong people skills, patience, tactful probing techniques
• Excellent written communication skills 
• Ability to deal with complex challenges and time sensitive issues
• Strong reading and comprehension skills
• Problem solving, service orientation, time Management, organization, analytical and critical thinking skills
• Privacy, Code of Ethics, Compliance codes as per corporate requirements
• Using credibility and reliable support can foster collaborative relationships within the team, across the department and other areas of the company.
• Able to handle the stress of a demanding environment exposed to member concerns

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.  The employer has the right to revise this job description at any time.   You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.   You may be required perform other duties that are not included on this job description.  The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.