Improves participant decision-making process by advising participants on plan provisions in two or more of the following areas: health and welfare plans, retirement plans, employee development, payroll and other HR programs.Responds to client specific inquiries through multi-channel, i.e. including telephone and web correspondence.Completes transaction(s) related to the customer’s inquiry with limited supervision while meeting timeliness and accuracy standards.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.Explains the appropriate participant forms and provides guidance on completion.Live Chats service