Senior Member Services Advocate

About the role

You own the end-to-end experience of member interactions for Health Spending Account, COBRA, Retiree, and Exchange programs, ensuring every call reflects Businessolver's responsive and service-first culture. You will act as the trusted voice at the end of the phone, guiding clients and their families through critical benefits decisions with clarity and empathy. This role gives you direct ownership of the entire call journey, from initial contact to final resolution, while reinforcing our commitment to complete client delight. You will take pride in knowing that your support directly impacts a person, a family member, or a loved one navigating important benefits choices. The position requires you to live our values of transparency, positive intent, and a growth attitude in every interaction. By embracing the reverse golden rule, you will partner with clients and internal teams to turn complex benefits processes into simple, confident actions.

Key facts

What you'll do

Provide outstanding support to inbound callers regarding Health Spending Account, COBRA, Retiree, or Exchange inquiries and requests.

Assist with enrollment and ongoing participation in Health Spending Account, COBRA, Retiree, or Exchange programs through accurate and timely processing.

Answer inbound calls professionally, with high energy, a positive attitude, and a little charm that reflects Businessolver's service culture.

Respond accurately and thoroughly to caller inquiries while documenting call details in accordance with established protocols.

Ensure strict compliance in all areas of processing, completing every transaction accurately and within required timeframes.

Take full accountability for the entire lifecycle of each interaction, from initial receipt of work to complete resolution without unnecessary escalation.

Jump in and help wherever needed, understanding that this is a roll-up-your-sleeves position requiring insight into both client and internal business processes.

Work under general supervision while following established procedures and leveraging standard tools to maintain consistency and quality.

Maintain availability for a full-time shift between 7am and 7pm Central Time to meet client demand and support coverage needs.

Serve as a reliable point of contact who consistently represents Businessolver with professionalism, integrity, and measurable success.

Support continuous improvement by identifying recurring issues and sharing insights that can enhance the member experience.

Collaborate with cross-functional partners to resolve complex inquiries and align on best practices for client communication.

Uphold data accuracy and documentation standards to ensure audit readiness and long-term program health.

Demonstrate adaptability when handling varied inquiry types while maintaining focus on first-call resolution and client satisfaction.

Requirements

You must bring 3 or more years of hands-on experience with Health Spending Account, COBRA, Retiree, or Exchange support, and this background is non-negotiable for consideration.

Candidates with 5 or more years of experience in these areas are strongly preferred and will be evaluated with additional weight.

You must possess a strong customer-centric mindset that drives proactive problem-solving and genuine care for member needs.

You should feel comfortable with technology, including the ability to diagnose and own technology issues as they arise during member interactions.

A willingness to embrace new technology as it integrates into Businessolver's SaaS platform is essential for success in this role.

Strong people skills are required to build rapport quickly and find success in every caller interaction.

Exceptional phone etiquette and communication skills will define your performance and the member experience you deliver.

You must function effectively as a team player, contributing to a collaborative environment that strives for excellence in service delivery.

Nice to have

Prior experience working with benefits platforms and SaaS-based member services tools is preferred.

Familiarity with specific COBRA, Health Spending Account, Retiree, or Exchange regulations and compliance requirements will be viewed favorably.

Experience supporting high-volume call environments while maintaining high first-call resolution rates is a distinct advantage.

Background in training or coaching peers on benefits topics is encouraged but not required.

Practical notes

This role requires full-time availability during a shift spanning 7am to 7pm Central Time.

Applicants must be legally authorized to work in the United States without sponsorship at this time.

Businessolver is an Affirmative Action and Equal Opportunity Employer, committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other protected characteristics. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.