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
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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.
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Resolve eligibility issues: work directly with carriers and vendors to fix situations where a covered benefit isn't being honored.
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Review bills and claims for accuracy: contact carriers to resolve discrepancies and flag anything that doesn't add up.
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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.
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Navigate carrier escalations: know when to pick up the phone, who to talk to, and how to get something actually resolved.
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Handle app and access issues: troubleshoot Nava mobile app authentication problems and help members get to the benefits tools and resources they need.
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Be fluent in the platform: work inside Nava HQ to access member information, review elections, and manage cases efficiently.
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Contribute to how we get better: surface patterns in member issues that point to product or process improvements, and flag them constructively.
Qualifications
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3+ years of experience in a benefits brokerage in a direct member-facing or service role.
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Real carrier fluency: you know how to navigate a carrier call, escalate effectively, and get things resolved without a lot of back-and-forth.
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Experience managing a high-volume queue, including during open enrollment season.
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Strong written communication: you can write to a stressed member in plain language, with professionalism and accuracy, every time.
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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.
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A self-managing work style: you don't need someone checking in on you to hold a high standard.
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Bilingual (Spanish) is a meaningful plus.
Benefits
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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.
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Financial Support: Stock options, 401(k) with a $2,000 match, FSA, HSA, and access to Origin Financial.
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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.
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Professional Support: $1,000 home office setup stipend and access to an Employee Assistance Program (EAP).
