Carrie Rikon & Associates, LLC

Customer Support

• Provide comprehensive assistance to callers with inquiries related to their employer's benefit programs
• Support members in filing claims, setting up direct deposits, and issuing new vendor cards
• Update and maintain member demographic information across internal and external systems
• Capture and advise on plan elections, aiding employees in understanding and utilizing their benefits
• Conduct provider searches and enroll dependents
• Act as a liaison for escalated issues, working closely with Account Managers to resolve complex inquiries
• Manage a high volume of calls, employing de-escalation tactics and striving for first-call resolution
• Maintain detailed call logs to ensure thorough follow-up and resolution of member inquiries
• Participate in outreach campaigns and collaborate with account specialists and managers to monitor pending eligibility issues

Bilingual Spanish/English Customer Service Representative