• Responds to both routine and escalated service requests and problems in a customer service-oriented manner. • Promptly acknowledges, prioritizes, tracks and documents service requests and problems. • Plans and implements system configuration for more complex areas of proprietary applications and their integrated systems. • Acts as a resource to address escalated calls or issues. • Facilitates calls for partners and clients, troubleshoots advanced and escalated SaaS system issues. • Provides web application orientation to internal customers and provides technology support. • Ensures 24-hour technical support is available to internal and external stakeholders by participating in an on call rotation for after-hours support. • Conducts research on web application products in support of IT procurement and development efforts. • Protects company’s intellectual property and the privacy of customers’ data. • Performs other duties as assigned or apparent.

• The Associate Customer Advocate is responsible for assisting and educating members, providers, or customers on products and plans. • This position researches, analyzes, and resolves all inquiries, promoting a favorable image of the Company by demonstrating shared business values to all who contact. • In addition, this position will foster and preserve reputable relationships with all members, providers, or customers by providing accurate and timely information in response to all inquiries. • Associate Customer Advocates work in a structured, fast-paced call center environment. • They have a supportive team of trainers and leaders to guide them through a phased training and ensure they develop the skills to succeed in the health insurance industry. • Provides assistance, service, and education to members, providers, or customers through various channels including telephone, internet, and written inquiries. • Ensures accuracy and timeliness in responding to inquiries. • Processes and resolves customer issues with varying complexities. • Documents interactions and correspondence with members or providers in a clear and concise manner and ensures they are tracked appropriately so they are easily accessible. • Applies intermediate computer-based skills to navigate multiple systems and internal resources to address inquiries and gather plan details for members or providers while maintaining timeliness standards and inventory levels. • Maintains base knowledge of insurance terms and practices along with various company offered products. • Address and resolve a range of issues, from routine to moderately complex, using established procedures and sound judgment. • Demonstrate the ability to independently manage common problems while recognizing when to seek guidance more complex or unfamiliar situations. • Maintain awareness of available resources and support channels to ensure timely and effective issue resolution.

• Receive, sort, process, and deliver all incoming and outgoing mail, packages, and accountable items using tracking systems to ensure accurate documentation and timely distribution to departments throughout the facility. • Handle pallets and packages with proper lifting techniques, inspect goods for damage upon receipt, and maintain organized storage areas while adhering to safety protocols and using personal protective equipment as required. • Clean, maintain, and restock bean-to-cup coffee machines and supplies across multiple locations, ensuring equipment functionality and inventory levels meet workplace needs. • Process certified mail, print shipping labels and postage, accurately weigh items for shipment, and maintain detailed records of all mailroom transactions and deliveries. • Conduct weekly paper deliveries to ten copy rooms and mailrooms, managing distribution schedules and coordinating with department contacts to fulfill supply requirements. • Respond to customer phone calls and inquiries with professionalism, providing information about mail status, delivery times, and mailroom services while resolving issues efficiently. • Operate company vehicles safely when required for deliveries or facility support tasks, following all traffic regulations and completing appropriate vehicle operation training.

• Answer inbound calls from customers and provide helpful support. • Listen to customers' needs and find solutions to their issues. • Provide accurate information about products or services. • Document customer interactions and issues in our systems. • Follow established processes and guidelines to ensure quality service. • Work as part of a team to achieve customer satisfaction goals. • Participate in training sessions to improve your skills and knowledge. • Stay up-to-date on product and service information. • Escalate complex issues to senior team members when needed. • Help create a positive experience for every customer.