Customer Support Associate

Role: Customer Support Associate

Key Responsibilities

• Process complex benefit administration activities with minimal supervision.
• Review claim documentation and determine appropriate next steps.
• Contact providers and other stakeholders to obtain required information.
• Manage follow-up activities and resolve outstanding requests.
• Ensure compliance with quality, productivity, and service-level standards.
• Identify and resolve processing exceptions.
• Maintain accurate and complete documentation.
• Support multiple product lines and workflows.
• Assist with training, coaching, and knowledge sharing.
• Escalate issues or exceptions to leadership when needed.
• Recommend process improvements and efficiency opportunities.

Requirements & Tech Stack

Experience varies by level:

L1 Associate (6 Months – 2 Years experience)

• US Insurance voice experience (Priority 1)
• Insurance experience (any domain) OR experience from other contact center industries with strong communication skills (Priority 2)

L2 – Senior Associate (2+ Years experience)

• Experience in contact center operations within US disability, leave administration, insurance, claims processing, or healthcare operations domain.
• Strong communication skills.
• Experience working with productivity and quality performance metrics.
• Experience handling provider outreach or benefit-related support activities.