Job Track Description: • Performs business support or technical work, using data organizing and coordination skills. • Performs tasks based on established procedures. • In some areas, requires vocational training, certifications, licensures, or equivalent experience. General Profile • Ability to perform in an analytical and operational process. • Entry-level position with limited requirements for licenses, training, and certifications. • Applies experience and skills to complete assigned work. • Works within established procedures and practices. • Works with a close degree of supervision. Functional Knowledge • Basic skillset in a range of processes, procedures, and systems. Business Expertise • Supports in the achievement of company goals by understanding how teams integrate for the best outcome. • Impacts a team through quality of the services and information provided. • Follows standardized procedures and practices and receives close supervision and guidance. • For consistency, methods and tasks are described in detail. Leadership • Has no supervisory responsibilities. Problem Solving • Ability to problem solve, self-guided. • Evaluates issues and solutions to provide the best outcome for the client and end-users. • Has limited opportunity to exercise discretion. Interpersonal Skills • Exchanges information and ideas effectively. Responsibility Statements • Responds to open enrollment inquiries. • Completes transaction(s) related to the customer’s inquiry. • Documents call by creating detailed notes in the case management system. • Completes callbacks in a timely manner and escalating as appropriate. • Adheres to call center metrics and guidelines within established procedures. • Performs other duties as assigned. • Complies with all policies and standards.