Customer Benefit Advisor I

About the Role

The Customer Benefit Advisor (CBA) I is an entry-level position within a three-level career path, serving as a critical first point of contact for customers. This role is on-site at the Colonial Life office in Columbia, SC, with a minimum starting hourly rate of $21.00. The position requires providing exceptional customer service, accurate information on benefits, claims, and policy administration with minimal operational oversight. Responsibilities include compiling information from multiple product types and systems to provide thorough, clear, and concise responses to customers. All work is performed according to established protocols and procedures.

Key Responsibilities

• Serve as the customer's first line of assistance by being available through multiple communication avenues.
• Provide timely and accurate information regarding policy and coverage-related questions.
• Meet or exceed company goals and metrics to ensure the best customer experience.
• Be receptive to feedback and guidance to optimize performance for customers.
• Protect customer privacy and offer reassurance with empathy and professionalism.
• Be available to work a regularly assigned shift between 8:00 am and 8:00 pm Eastern time, Monday-Friday.
• Maintain reliable attendance in accordance with contact center guidelines.
• Successfully complete all required training and associated support periods.
• Obtain information from multiple systems and relay it to customers seamlessly.
• Follow all documented processes/workflows to enhance customer service and efficiency.
• Utilize resources and tools to accurately respond to customer inquiries.
• Demonstrate a passion for the company values.
• May perform other duties as assigned.

Requirements & Tech Stack

• 1 year of customer service experience preferred, with a strong preference for experience in the insurance, healthcare, medical, or financial field, or an equivalent area.
• High school diploma or GED required.
• Successful completion of the Contact Center training program, including demonstrating phone proficiency and passing knowledge checks.
• A passion for helping customers and exceeding their expectations with high integrity.
• Excellent verbal and written communication skills, with the ability to adapt communication style to meet customer needs.
• Enthusiasm for working in a fast-paced, structured environment, answering numerous customer inquiries.
• Strong computer and multitasking skills.
• Ability to work confidently in multiple systems with dual monitors.
• Familiarity with Microsoft applications such as Outlook, Word, and Excel.
• Intellectual curiosity and a desire to continually learn and grow.
• An excellent work ethic and ability to adapt to a continually changing environment.
• Dependability and availability to support teammates and customers.
• Comfortable with video communications via MS Teams.
• Must meet attendance requirements and in-office expectations when applicable.