Remote Support Agent

Summary

Join our team at Level, a B2B2C fintech company, and be part of transforming the status quo of benefits. As a Support Agent, you will be the front line employee, handling phone, email, and chat support inquiries, as well as internal entry-level tasks such as receipt review and other various processing tasks.

Requirements

• $18 pay rate
• Contract length: 3-6 months
• Attend shifts 90% of the scheduled time each month
• Perform at 85% of tenure task volume (Tickets per hour, Receipts reviewed per hour)
• 95% Accuracy when processing tickets each day

Responsibilities

• Talk to callers to validate our members' information
• Talk to Members answering basic account and coverage questions around our various benefit offerings
• Escalate issues that are out of your scope to peers. Documenting the issue you receive from the customer clearly so that the next person can effectively troubleshoot the issue
• Look at receipts and label items purchased to ensure member transactions are processed accurately and in a timely manner
• Review Grade attestations (Certifications of completion) from education funds and ensure documents meet our clients standard
• Support Agents are expected to be the front line employees, acting as the first line of defense for specific phone, email, and chat support inquiries
• Handle internal entry-level tasks such as receipt review and other various processing tasks, for most plan types
• General App Usage
• Password resets and account access issues
• What is covered questions (Post-Tax Only)
• Transaction status’ (paid, unpaid, completed, processing)
• Including ‘Where’s my merchant refund’
• Card Reissuing & Card Declines
• Dental eligibility
• Provider Dashboard Registrations & Navigation (If Dashboard lite is ready by 1/1)
• MCA Review & Understanding
• Flexfund
• Understanding all post-taxed funds and “understanding how to interpret the spirit of the plan”
• Mental Health HRA
• International Member Inquiries
• Additional inquiries not outlined above
• Operations tasks
• Receipt Review
• Grade Attestation
• Provider Inquires and Updates - AP tasks include
• Adding and terminating network status for all 3rd party request
• Weekly AP-pending report and confirmation
• PCA Outbound letter delivery
• Provider Dashboard maintenance