The purpose of this position is to provide premier customer service and first contact resolution on requests and inquiries from Publix current and former associates (at all levels of the company), family members, power of attorneys, personal representatives, physician offices, Publix stockholders, Qualified Domestic Relations Order (“QDRO”) alternate payees, death beneficiaries, IRA companies, financial advisors, attorneys, and tax preparers (collectively, “customer”) relating to Publix’s health, welfare, voluntary, wellness, retirement and stock purchase plans in a high-volume fast-paced call center environment. Primary Responsibilities • Serving as a frontline ambassador for the benefits department by providing premier customer service, inspiring trust and effectively using their knowledge of our plans, processes and systems during every interaction to provide information and resolve issues. • Initiating forms and documents to be mailed to customers. • Verifying beneficiary designation forms and address updates are accurately processed by the Mail Support associates and assisting Mail Support associates with processing during periods of high volume if they have been fully trained.