Job Details

Member Customer Advocate – Onsite (Temple, TX)

📍 Temple, TX | ⏳ 3-Month Contract with Possible Full-Time Conversion

🕘 Training: Mon–Fri, 8 AM–5 PM (First 3 Weeks)

🕒 Post-Training Schedule: 40 hrs/week, shifts between 7 AM–7 PM Mon–Fri

What You'll Do

• Provide members with accurate information regarding plan policies, procedures, services, and benefits
• Serve as primary support for benefits, premium payments, and simple enrollment inquiries
• Verify and update member demographic information in the system
• Meet call center performance standards, including:
• Answering 80% of calls within 30 seconds
• Call abandonment rate under 5%
• De-escalate concerns and attempt to resolve issues before they escalate to formal complaints
• Document all member interactions clearly and accurately following department guidelines
• Utilize internal resources to obtain benefit details and resolve inquiries
• Maintain strong schedule adherence and participate in ongoing proficiency training

Qualifications

• High School Diploma or GED required
• Entry-level friendly – customer service experience is helpful but not required
• Must pass customer service training, proficiency exams, and onboarding assessments