(No Degree Needed!) Get Paid $4,225 - $5,350 per Month to Monitor Survey Answers from Home!
Customer Success Advisor (Voice of Customer)
Department:D765 - CDB Member Services
Location: Remote
Choose your next journey with Millennium Trust Company and join a culture that empowers and where you can innovate. You will be celebrated, you will be challenged, and you can aspire to inspire. You are more than a colleague here; you are part of a COMMUNITY that goes ABOVE and BEYOND professionally and personally to make a difference.
Don’t meet every single requirement? Here at Millennium, we believe there is NO “PERFECT” candidate and want to encourage applying even if all the requirements listed aren’t met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Millennium Trust is the place for you! We look forward to receiving your application! Check out a video on our Company Culture! Millennium Trust Culture
HOW YOU WILL SOAR: As a member of the First Contact Resolution team the Customer Success Advisor is responsible for monitoring the online survey platform to respond and resolve member issues identified on the post call survey. This position acts as a liaison between the Claims, RADS and DAS departments as well as the Client Service Managers. The incumbent must have excellent verbal and written communication skills.
Review the member comments left on the survey
Review call notations in CBAS and the HSA portal
Take the needed action to resolve the issue(s)
Reprocess claims/clearing denied claims with appropriate documentation
Accept and store documentation needed to clear claims/card charges
Contact provider offices or insurance companies to obtain documentation
Activate cards
Provide website assistance, navigation, password resets, clarification of displayed information, etc.
Add notes to CBAS, HSA portal, and Medallia indicating the issue has been resolved, if the issue has been sent to another department, or progress of resolution (copy and paste as needed). Include the Call/Case ID in the CBAS or HSA portal notation for quick navigation
Contact the member by email or phone to update on resolution or next steps
Coach when needed
Identify trending issues and collaborate with other areas to improve the overall member experience
Manage the shared email box
Support the Service Center during peak call volume
Consistently achieve expected quality metrics
Work across several areas is important to provide resolution which drives the member experience
Contact members to resolve their complaint and to educate to change perceptions
Other duties as assigned
IF YOU HAVE SOME OR ALL OF THE FOLLOWING, APPLY:
Highschool Diploma or GED
3-5 years of applicable experience
Excellent analytical skills with a proactive nature
Strong verbal and written communication skills
An affinity for accuracy and efficiency
Proficient in Word, Excel and Microsoft teams
Strong collaboration skills
An aptitude for prioritization and multi-tasking
Ability to be flexible and adapt
Proficiency in FSA/HSA/COBRA products, procedures
MILLENNIUM TRUST COMPANY is a rapidly growing, leading financial services company offering specialized retirement and institutional services and recently acquired PayFlex, a consumer directed benefits provider, to create a personalized, holistic approach to financial wellness. To that end, we provide a diversified multi-product business with a holistic focus on financial wellness. Millennium Trust has experienced year-to-year double digit growth and prides itself on its strong, progressive culture.
We have been recognized for our remarkable growth on lists such as Crain’s Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In’s 2023 Best Places to Work and Gallagher’s 2022 Best-In-Class Employer awards.
** This role gets paid an estimated: $50.7K - $64.2K a year