Sr Advocate - FEP Customer Service

Consider joining our Federal Employee Program team as a Sr. Advocate in Customer Experience.  In this role you will support the Federal Employee Program (FEP) business in Operations. You will serve as a resource for frontline Customer Experience Advocates who manage customer calls, written inquiries, and some claims functions, providing just-in-time feedback and coaching to call center team members, and supporting the Team Leader in daily functions. Recognize opportunities for improving processes and procedures, providing recommendations to FEP leadership and stakeholders based on data tracking, trending, and analysis to reduce waste and maximize performance for our staff. In this role, you will support change work being delivered within our Product teams and participate on agile teams, as needed; conducting thorough research and analysis of business processes to ensure our customers receive accurate, complete, and timely responses. As a subject matter expert, you will serve as a vital business liaison and technical resource collaborating across departments and divisions that support the Federal Employee Program. You will be influencing and guiding the implementation of new concepts, processes, and procedures that enhance overall customer service excellence.