Role Description We're looking for a Associates Benefits Advocate to join our Member Support team — one of the most visible, high-accountability functions at Nava. You'll be the person our members turn to when they need real help: a denied claim, a confusing bill, a coverage question that actually matters to their lives. Our members reach us primarily through the Nava Benefits app and via email. You'll own your queue, work directly with carriers to resolve issues, and hold cases to a high standard from first response to close. This isn't a hand-it-off role. You pick it up, you work it, and you see it through. The Member Support team operates at the intersection of human expertise and AI-powered tooling. Our AI handles routine questions before they reach you, which means what lands in your queue is the stuff that actually requires someone who knows what they're doing. You'll work inside Nava's HQ platform, surface patterns you're seeing, and contribute to how we continue to raise the bar on member experience. Fully remote, open to candidates anywhere in the US. What You'll Do - Own your queue end-to-end: respond to member inquiries within a 1-business-day SLA, keep cases moving, and provide weekly updates on anything pending with a carrier or third party. - Resolve eligibility issues: work directly with carriers and vendors to fix situations where a covered benefit isn't being honored. - Review bills and claims for accuracy: contact carriers to resolve discrepancies and flag anything that doesn't add up. - Answer benefits coverage questions: explain whether a service is covered, walk members through their plan options, determine network coverage, compare employee costs, and consult on prior authorizations. - Navigate carrier escalations: know when to pick up the phone, who to talk to, and how to get something actually resolved. - Handle app and access issues: troubleshoot Nava mobile app authentication problems and help members get to the benefits tools and resources they need. - Be fluent in the platform: work inside Nava HQ to access member information, review elections, and manage cases efficiently. - Contribute to how we get better: surface patterns in member issues that point to product or process improvements, and flag them constructively. Qualifications - 3+ years of experience in a benefits brokerage in a direct member-facing or service role. - Real carrier fluency: you know how to navigate a carrier call, escalate effectively, and get things resolved without a lot of back-and-forth. - Experience managing a high-volume queue, including during open enrollment season. - Strong written communication: you can write to a stressed member in plain language, with professionalism and accuracy, every time. - Comfort in a tech-forward environment: you pick up new tools quickly and see Nava's AI-native platform as an enabler, not a barrier. - A self-managing work style: you don't need someone checking in on you to hold a high standard. - Bilingual (Spanish) is a meaningful plus. Benefits - Health & Wellness: Medical insurance, including a $0 premium HDHP plan for individuals, Dental, Vision, Telehealth and Virtual Primary Care Visits, OneMedical membership, Wellhub, and a $50 monthly benefit to improve your mental or physical health. - Financial Support: Stock options, 401(k) with a $2,000 match, FSA, HSA, and access to Origin Financial. - Work-Life: Flexible PTO, 12 weeks of paid parental leave with 2 weeks of transition time, $50 monthly connectivity reimbursement, and company-paid short-term disability, long-term disability, and life insurance, with additional voluntary benefits like supplemental life, AD&D, hospital indemnity, accident, and critical illness coverage. - Professional Support: $1,000 home office setup stipend and access to an Employee Assistance Program (EAP).

Role Description As a Medicare Member Advocate, you’ll hold one of the most important positions at Blue Cross Blue Shield of MA. You’ll be the attentive ear and friendly voice that guide members to the answers they need, and explain their medical and dental packages. You’ll reinforce our unwavering commitment to excellent service. - Work in a structured and supportive service center environment. - Enrolled in a new hire training program to teach you about the health insurance industry. - Develop skills and knowledge for a successful career impacting the Medicare population. - Available to members when they need assistance. - Scheduled for 37.5 hours/week. - Spend the majority of each week taking calls with members. - Specific time dedicated to learning, development, and research for career growth. - Supportive remote working opportunities. Qualifications - Committed to answering members’ questions and solving their problems. - Empowered to provide members with peace of mind. - Curious and committed to learning and gathering information. - Effective communicators able to translate complicated concepts into simple terms. - Emotionally intelligent and able to empathize with members’ needs. - Proactive, solution-oriented decision makers. - Planners, multi-taskers, and expert problem solvers. - Analytical and critical thinkers. - Able to multitask and thrive in a fast-paced, high-pressure environment. Requirements - High school diploma or equivalent required. - 1+ years customer service experience with frequent communication (minimum 60% of time) with customers by phone, email, and/or in person. - Strong familiarity and comfort with technology, including Microsoft Office applications. - Ability to quickly learn and adapt to new tools and software. Benefits - Best in class health, wellness, tuition reimbursement, and 401(k) retirement benefits. - Paid holidays, vacation, personal, and wellness time. - Internal career pathing with individual mentorship, networking, and events. - Access to internal career growth opportunities. - Participation in Employee Resource Groups.

Role Description As a Customer Advocate, you'll be the steady, supportive voice helping members navigate healthcare questions, medications, appointments, and benefits. You'll handle 50–70 interactions per day, balancing empathy with technical skill. - Real‑time system navigation - Accurate documentation - Microsoft Office proficiency - Clear, professional communication - Process consistency and compliance This is a structured, fast‑paced environment - perfect for someone who thrives on purpose and precision. Qualifications - High School Diploma (Associate degree preferred) - Experience handling complex or sensitive customer interactions - Strong Microsoft Word, Excel, Outlook, and Teams skills - Ability to navigate multiple systems at once - Excellent attention to detail - Clear, professional communication Requirements - Call‑center or high‑volume environments (bonus points) - Healthcare or insurance experience (bonus points) - Advocacy‑based roles (social work, behavioral health) (bonus points) - Retail or service roles requiring problem‑solving (bonus points) Benefits - Competitive pay - Bonus opportunities - Comprehensive benefits - Clear advancement pathways - A mission‑driven team that values your growth

__**Company Profile:**__ Our client is a leading Australian digital marketplace with over 25 years of experience connecting buyers and sellers. The platform offers trusted tools—such as secure messaging, verified listings, and vehicle history reports—to make buying and selling vehicles easier and safer. Beyond cars, it also supports bikes, boats, caravans, trucks, and equipment, combining local market expertise with advanced technology to simplify transactions across the vehicles and machinery market. __**Duties and Responsibilities:**__ · **Tickets** o Respond to tickets both quickly and in a professional polite manner o Resolve any customer issues efficiently and escalate to a Team Leader if required o Ensure all customers are treated with professionalism, empathy, and respect, while consistently delivering an exceptional customer experience o Be aware and prepared for fraudulent emails and advise Trust and Safety staff immediately o Be aware and prepared for emails where people have been scammed and follow relevant procedure o New tickets: work must start on tickets within 2 business hours o Open tickets: Provide customers with regular updates on outstanding tickets · **Live chat** o Ensure that when you are logged in and available for chat when required o Respond to chats both quickly and in a professional polite manner o Resolve any customer issues efficiently and escalate to a Team Leader if required o Speed to Answer: Chats are required to be answered within 30 seconds · **Adverts** o Action all outstanding adverts requiring review and approval o This process requires care and attention and should not be rushed o This process must follow the outlined advert checking document o Be aware of and prepared for fraudulent adverts and advise the Trust and Safety staff immediately o Team expectations are to not have unapproved new adverts exceed 100 o Team expectations are to not have unapproved edited adverts exceed 100 o Team expectations are to not have unapproved hold adverts exceed 30 o Fraudulent adverts: Must not exceed 5 fraudulent advert approvals per month o Maintain individual responsibilities o Ensure any additional tasks or responsibilities you have been allocated are done as required o Consider succession planning/training for these responsibilities o These jobs may include, but are not limited to: o Assist the marketing team with ad hoc promotions (shows, events etc) o Monitor and assist with social media o Reception cover