Offer summary

Qualifications:

Six months of customer service experience in a call center, preferably in the healthcare industry., Strong communication and interpersonal skills are essential., Proficiency in Microsoft Office Suite and familiarity with Salesforce and Amazon Connect is required., Detail-oriented with strong problem-solving abilities and the ability to multitask effectively..

Key responsabilities:

Provide outstanding customer service by addressing inquiries and resolving issues for participants.

Collaborate with internal teams to streamline processes and enhance customer satisfaction.

Assist in training new team members and support ongoing training efforts.

Perform administrative tasks, including data entry and reporting, to support department functions.

Job description

This position pay $18-$24 Hourly

About the Company

Navia is a national, consumer-directed benefits provider serving 10,000+ employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology.

Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.

Why Join Navia?

Impact: Play a pivotal role in supporting employers and employees nationwide.
Growth: Advance your skills with a team committed to excellence and innovation.
Culture: Join a company that values collaboration, innovation, and customer-first solutions.

Navia Offers:
Health Insurance
Dental & Vision Benefits
Education Reimbursement
401K with employer contribution
Employee Assistance Program
Paid Time Off

Position Summary

The Team Lead is responsible for delivering exceptional service while supporting the operational needs of Participant Services. This position plays a critical role in ensuring efficient workflows, maintaining service excellence, and contributing to overall team success. The ideal candidate is detail-oriented, adaptable, and committed to providing high-quality support in a fast-paced environment.

Essential Functions

Provide outstanding customer service by responding to inquiries, resolving issues, and ensuring a seamless experience for participants.
Handle time sensitive issues such as HIPAA, Fraud, BBB, DOL inquiries, and escalations accurately and professionally.
Collaborate with internal teams to streamline processes, improve service delivery, and enhance customer satisfaction. Create and maintain Root Cause Analysis (RCA) documentation.
Identify opportunities for process improvements and contribute ideas for enhancing efficiency and effectiveness.
Assist with training new team members. Support on-going training efforts by assisting with chats and managing casework to ensure PAs have the support needed to effectively handle participant contacts.
Support special projects and initiatives aligned with department goals.
Maintain compliance with company policies, industry regulations, and quality standards.
Perform administrative and operational tasks, including data entry, documentation, and reporting, to support department functions.
Fills in for absent team members and contributes when the department requires extra support.

Requirements

Education & Experience: Six months customer service experience in a call center. Healthcare industry experience is preferred.

Skills & Competencies:
- Strong communication and interpersonal skills.
- Ability to multitask and prioritize workload effectively.
- Directly assist in solving complex issues and escalations.
- Skilled in utilizing Microsoft Office Suite (Outlook, SharePoint, Excel) and proficient with internal systems including Salesforce and Amazon Connect.
- Detail-oriented with strong problem-solving abilities.
- Ability to work independently and collaboratively in a team environment.

Other Qualifications:
- Flexibility to adapt to changing priorities.
- Open Availability: 5 am PST to 5 pm PST
- Ability to work overtime based on department needs.

Please visit our career page and apply directly: www.naviabenefits.com/workatnavia

Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA

Required profile