Customer Care Advocate

Title: Customer Care Advocate
Department: Customer Care
Union: Teamsters 853
Grade: 3
FLSA: Non-exempt
Hours per week: 40

The Customer Care Advocate provides customer service to participants, beneficiaries, union locals, and providers regarding eligibility, benefits, and claims status. The role has access to protected health and personally identifiable information as required by the job description.

• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge in all job functions.
• Provides written, verbal, or face‑to‑face customer service by responding to and documenting telephone and written inquiries in accordance with various Plan(s) benefits.
• Updates files, including documenting system notes of conversations or action taken.
• Performs tasks associated with the administration of retirement and health and welfare benefits.
• Initiates action requests to appropriate departments requesting adjustments to claims, retirement, and/or eligibility as necessary; follows up to ensure successful completion.
• Researches and resolves complex and technical issues and irregularities.
• Performs other duties as assigned.

• High school diploma or GED.
• Six months of experience working in customer service, third‑party administrator processing, or benefits administration.
• Strong work ethic and team‑player mentality.
• High 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.

Please note that, in compliance with certain state law, the salary is displayed. This rate is intended for hires into this location. Compensation: $21.48 per hour.

As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), and many additional opportunities for growth and development.

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, the company policy is to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at r, and we would be happy to assist you.