Employee Support Advocate

📋 Description

• • Be the human face of Melita Group’s award-winning service culture. As an Employee Support Advocate you will field 40–60 daily inquiries from employees across dozens of client organizations, translating complex benefits, HR, and payroll topics into clear, empathetic guidance that turns anxious callers into confident, informed users of their employer-provided resources.
• • Own every case cradle-to-grave. Whether it’s a denied medical claim, a missing 401(k) deferral, or a password reset for the self-service portal, you will document the issue in Salesforce Service Cloud, research root causes with carriers and internal specialists, and keep the employee updated until the ticket is resolved and the employee replies, “Thank you, that was fast!”
• • Master multiple client benefit ecosystems. Each Melita client has unique medical, dental, vision, life, disability, FSA, HSA, and commuter plans. You will build and maintain a mental library of plan designs, carrier portals, and escalation paths so that you can answer 80 % of questions on the first call and route the remaining 20 % to the right expert without delay.
• • Drive measurable customer satisfaction. You will be evaluated on CSAT, first-call resolution, and average handle time. By combining deep product knowledge with genuine curiosity about each employee’s situation, you will consistently exceed the 92 % satisfaction target embedded in Melita’s SLA agreements.
• • Navigate and champion technology. Daily you will toggle between Salesforce, PlanSource, bswift, and UKG Pro, entering notes, uploading documents, and triggering workflows. You will also coach employees on how to use the same tools themselves—turning a “how do I see my paystub?” call into a two-minute screen-share tutorial that prevents future tickets.
• • Collaborate across Melita’s matrix. When open-enrollment packets drop, you will huddle with Benefits Specialists to clarify plan changes, then craft FAQ documents and host live webinars for employees. During payroll week, you will sync with Payroll Operations to confirm deduction updates and ensure W-2s and 1095-Cs are accurate.
• • Protect confidentiality and compliance. You will handle PHI, PII, and payroll data under HIPAA and ERISA guidelines, documenting every interaction in secure systems and escalating potential COBRA or FMLA red flags to the Compliance team within one business hour.
• • Continuously improve. At weekly retros you will present one “voice of the employee” insight and one process tweak that saved at least five minutes per case. Past Advocates have automated password-reset macros, built carrier-contact cheat sheets, and launched Slack channels that cut internal response times by 30 %.
• • Grow your career. High performers move into Senior Advocate, Team Lead, or Benefits Specialist roles within 18–24 months. Melita funds SHRM-CP, CEBS, and Salesforce Admin certifications, and every Advocate receives a $1,500 annual professional-development stipend.
• • Work from anywhere in the U.S. on a schedule that balances employee needs with your life. Core coverage hours are 9 am–6 pm in your time zone, Monday–Friday; occasional early or late shifts earn comp time. All you need is secure high-speed internet, a distraction-free workspace, and a passion for helping people thrive at work.