Working remotely on a full-time basis, the Contact Center Representative will serve as a primary contact for members, delivering personalized support and resolving inquiries through various communication channels while adhering to service standards. Key Responsibilities Respond to member inquiries with accurate, personalized information and support across products, policies, and procedures Research and resolve member transactions, determining eligibility and communicating outcomes within established guidelines Monitor and follow up on client issues, escalating cases as needed and using de-escalation techniques to ensure a positive member experience Required Qualifications High school diploma or equivalent required; associate degree preferred 2 years of experience in a dynamic customer service environment Telephonic customer service experience preferred Demonstrated ability to handle high-volume inquiries across multiple communication channels Proven problem-solving and research skills to investigate and resolve member issues effectively