Customer Engagement - Advocate, Customer Service III

Job Title:

Customer Engagement - Advocate, Customer Service III

Baltimore, MD

• Strong Customer Service Skills
• Claims and Benefits Knowledge
• Ability to Manage High Volume Workloads
• Critical Thinking and Problem-Solving Skills
• Strong Documentation and System Skills, Adaptability and Ability to Learn Quickly

This position is a critical resource for large accounts within the Account Management Team providing day to day expertise on benefit administration and serves as the primary client contact for service issue resolution. Builds and cultivates effective long-term relationships and a high level of satisfaction with client HR staff, Brokers, and Consultants assigned to major strategic clients. Maintains an in-depth knowledge of products, operational procedures, and regulatory compliance, promoting customer trust, satisfaction, and loyalty.

• 40% Acts as the primary point of contact for client's HR staff, identifying, assessing, and responding to service questions, while providing personalized, comprehensive, and timely verbal and/or written answers. Demonstrates independent thinking and flexibility while servicing account's requests related to benefit administration, enrollment, billing, claims, operating procedures, and regulatory compliance.
• 30% Applies superior communication, analytical, and problem-solving skills to resolve or triage inquiries to the respective business partners within the company. Responsible for documenting, tracking, coordinating, and closing issues and communicating results back to client.
• 10% Builds and maintains an active and strong cultivated relationship with client, acting as a trusted advisor.
• 10% Maintains an in-depth knowledge of benefit administration, system platforms, vendor partnerships, and corporate and medical policies, providing quick and accurate assistance to the client. SME for internal departments, providing expert knowledge of client's overall plan design.
• 10% Support the Account Manager in conducting nationwide employer and employee educational and communication meetings in person and virtually. Partners with onboarding and account management team to assist with providing an exceptional client experience during new business implementation and renewing account retention.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School Diploma or GED

• 3 years' Experience in sales, sales support, implementation, benefit administration or customer service is required

• Experience in a sales administration role.
• Sales/Customer Support experience

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.