Customer Advocate

Member Customer Advocate

On Site Duration: 3 months (possible conversion to Full time after 3 months) Number of openings: 7 Please do not submit candidates rejected on BSWHJP To be considered, please ensure you live within a reasonable commuting distance of Temple, TX Interviews are underway and the targeted start date for this class is Jan 12 2026 After training, you will work 40 hours per week.

Your 8-hour shifts can be scheduled anytime between 7 AM and 7 PM, Monday-Friday.

Essential Functions of the Role Under general supervision, communicates to Members policies, procedures, and services to ensure complete knowledge of the Plan. Must adhere to call handling goals of 80% of calls answered within 30 seconds. Helps and adheres to call abandonment rate of less than five percent (5%) with average hold time not to exceed 2 minutes based on regulatory requirements.

Within 60 days of employment on the floor, must meet monthly quality goal of ninety-two percent (92%) or greater based on two percent (2%) of calls monitored. Helps and meets schedule adherence goals based on department policy successful completion of proficiency testing following initial Advocate training. Serves as a primary contact for benefits, premium payments and simple enrollment inquiries for Personal Plans based on first contact resolution guidelines.

Verifies demographic information on all inquiries and updates the Plan system. Helps Members with concerns and effectively works toward a resolution before the concern escalates to a complaint. Accesses appropriate sources to obtain benefit information requested by Member. Accurately documents phone log records for each inquiry with appropriate messaging based on department standards.

Key Success Factors Requires successful completion of proficiency testing following initial Advocate training. Must successfully complete Customer Service training and successfully pass proficiency exam to maintain CSA position. Must successfully complete spelling, grammar, and basic computer skill testing during job interview. Must be proficient in typing and basic computer skills. Perform well in a fast-paced, stressful routine work environment. Must have good phone etiquette and uses effective communication skills (both verbal and written).

Must be familiar with policies, procedures and new products offered by Marketing and completes training as required. Must be able to multi-task. Must be knowledgeable in public relations with a diverse customer base. Must be able to problem solve and act as advocate for the customer.

Belonging Statement We believe that all people should feel welcomed, valued, and supported, and that our workforce should be reflective of the communities we serve.

Qualifications EDUCATION - H.S. Diploma/GED Equivalent EXPERIENCE – Entry Level All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.