Participant Services Specialist

Essential Duties:

  • Must adhere to security policies
  • Responsible for assisting participants by answering questions, solving problems and educating
  • Receives incoming customer calls, responds to customer email and chat inquiries in a timely manner and assists customers that visit our facility.
  • Handles all inquiries professionally and with accuracy.
  • Promotes a favorable image of Discovery Benefits through positive interactions with customers.
  • Researches all inquiries utilizing resources available.
  • Understands and applies confidentiality guidelines.
  • Meets customer service statistical goals and quality standards.
    • 95% Average Quality Scores
    • 5:00 Talk Time and/or 8 contacts per hour; 23% Make Busy
    • An additional 30 second allowance will be added if Mercer COBRA trained
  • Level 1 expectations must be met within 90 days of the representative solo date.
  • Has advanced knowledge on the products Discovery Benefits offers.
  • Understands and practices the IRS and HIPAA Regulations that pertain to those plans.
  • Processes incoming requests in a timely manner following customer service standards while staying within the turnaround time.
  • Participates in initial and continuous departmental training.
  • Follows attendance and punctuality standards.
  • Demonstrates the DBI Core Values daily
General Duties:
  • Other duties as assigned


Equal Opportunity Employer/Vets/Disability


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