Customer Success Advisor (Voice of Customer)

Choose your next journey with Millennium Trust Company and join a culture that empowers and where you can innovate. You will be celebrated, you will be challenged, and you can aspire to inspire. You are more than a colleague here; you are part of a COMMUNITY that goes ABOVE and BEYOND professionally and personally to make a difference.
Don't meet every single requirement? Here at Millennium, we believe there is NO "PERFECT" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Millennium Trust is the place for you! We look forward to receiving your application! Check out a video on our Company Culture! Millennium Trust Culture
HOW YOU WILL SOAR:
As a member of the First Contact Resolution team the Customer Success Advisor is responsible for monitoring the online survey platform to respond and resolve member issues identified on the post call survey. This position acts as a liaison between the Claims, RADS and DAS departments as well as the Client Service Managers. The incumbent must have excellent verbal and written communication skills.

• Review the member comments left on the survey
• Review call notations in CBAS and the HSA portal
• Take the needed action to resolve the issue(s)
• Reprocess claims/clearing denied claims with appropriate documentation
• Accept and store documentation needed to clear claims/card charges
• Contact provider offices or insurance companies to obtain documentation
• Activate cards
• Provide website assistance, navigation, password resets, clarification of displayed information, etc.
• Add notes to CBAS, HSA portal, and Medallia indicating the issue has been resolved, if the issue has been sent to another department, or progress of resolution (copy and paste as needed). Include the Call/Case ID in the CBAS or HSA portal notation for quick navigation
• Contact the member by email or phone to update on resolution or next steps
• Coach when needed
• Identify trending issues and collaborate with other areas to improve the overall member experience
• Manage the shared email box
• Support the Service Center during peak call volume
• Consistently achieve expected quality metrics
• Work across several areas is important to provide resolution which drives the member experience
• Contact members to resolve their complaint and to educate to change perceptions
• Other duties as assigned

IF YOU HAVE SOME OR ALL OF THE FOLLOWING, APPLY:

• Highschool Diploma or GED
• 3-5 years of applicable experience
• Excellent analytical skills with a proactive nature
• Strong verbal and written communication skills
• An affinity for accuracy and efficiency
• Proficient in Word, Excel and Microsoft teams
• Strong collaboration skills
• An aptitude for prioritization and multi-tasking
• Ability to be flexible and adapt
• Proficiency in FSA/HSA/COBRA products, procedures

MILLENNIUM TRUST COMPANY is a rapidly growing, leading financial services company offering specialized retirement and institutional services and recently acquired PayFlex, a consumer directed benefits provider, to create a personalized, holistic approach to financial wellness. To that end,we provide a diversified multi-product business with a holistic focus on financial wellness. Millennium Trust has experienced year-to-year double digit growth and prides itself on its strong, progressive culture.
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2023 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.