Customer Care Advocate, Sr

Position Summary

The Customer Care Advocate, Sr provides advanced customer service to participants, beneficiaries, union locals, and providers regarding eligibility, benefits, and claims status.

• Maintain current knowledge of assigned Plan(s) and effectively apply knowledge in all job functions.
• Provide written, verbal, or face‑to‑face customer service by responding to and documenting telephone and written inquiries in accordance with various Plan(s) benefits.
• Update files, including documenting system notes of conversations or action taken.
• Perform tasks associated with the administration of retirement and health and welfare benefits such as processing and/or sending mailers or required forms as requested by members.
• Process and/or send correspondence related to member or claims status.
• Process enrollments and update member information in applicable system(s).
• Distribute communications related to regulatory requirements.
• Initiate Action Requests to appropriate departments requesting adjustments to claims, retirement, and/or eligibility as necessary.
• Follow up to ensure successful completion of Action Requests.
• Handle escalated calls; manage through resolution.
• Perform other duties as requested.

• High school diploma or GED.
• Three years of related work experience such as third‑party administrator processing, benefits administration, or customer service in a health and welfare environment.
• Strong work ethic and team player mentality.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Solid organization skills with strong detail orientation and listening skills.
• Ability to read, analyze, and interpret general business materials, technical procedures, benefit plans, and regulations.
• Proficient computer skills including MS Office tools and applications.

• Call center experience in benefits claims, billing, or eligibility.
• Bilingual.

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

$32.36/hr

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, the policy of Zenith American Solutions is to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.