CENTER ASSOCIATE JOB DESCRIPTION

The Center Associate owns the inbound service queue for plan participants, policyholders, or enrolled employees, operating within multi-tier escalation structures where ERISA-adjacent benefit rules and SLA compliance govern how cases are logged and closed. Getting it wrong means unresolved elections, missed enrollment windows, and eroded client trust.

As the Center Associate, you are accountable for resolving high-volume inbound inquiries across benefit administration, policy servicing, and enrollment support channels, delivering accurate outcomes on each contact. You operate within a tiered contact center structure, working alongside benefits specialists and client service teams, with accountability to supervisor-defined case management protocols and channel-specific service standards.

Career Impact: Hands-on experience managing ERISA-adjacent benefit elections and insurance policy transactions builds a verifiable record in one of the most compliance-sensitive layers of the customer service field.

Business Impact: Plan participants and policyholders rely on each interaction to make time-sensitive enrollment decisions - a well-handled call directly determines whether a client retains coverage or misses an election window.

Growth Opportunity: Consistent performance in first-call resolution and case escalation management positions Center Associates for advancement into benefits specialist, team lead, or client services coordinator roles.

• Answer inbound inquiries from plan participants and policyholders across phone, email, and chat channels to deliver accurate, first-contact resolution.
• Process benefit elections, policy endorsements, and enrollment transactions on behalf of participants when self-service restrictions apply.
• Document every client interaction in case management systems, capturing issue details, resolution steps, and follow-up requirements.
• Escalate unresolved cases to the appropriate tier or supervisor according to established protocol, ensuring timely handoff and participant notification.
• Guide participants through self-service enrollment portals and benefit technologies, promoting independent platform use where possible.
• Research complex inquiries using internal databases, carrier contacts, and team knowledge resources to deliver verified responses.
• Monitor open case loads and conduct outbound follow-up calls to confirm issue resolution and close outstanding participant matters.
• Advise supervisors of recurring problem patterns and contribute to process improvement initiatives as directed.

• Associate degree or Bachelor's degree in a related field, or equivalent work experience.
• 2 or more years of customer service or contact center experience, with demonstrated experience handling high-volume inbound inquiries.
• Working knowledge of employee benefits eligibility, enrollment rules, and payroll administration processes.
• Strong analytical and organizational skills with close attention to detail across data entry and case documentation.
• Excellent verbal and written communication skills across phone, email, and chat channels.
• Proficiency in standard productivity and data entry applications with strong keyboarding accuracy.
• Ability to maintain strict confidentiality in all aspects of participant and client data handling.
• Demonstrated ability to multi-task, prioritize competing requests, and perform accurately under volume pressure.

• Bilingual fluency in English and Spanish, supporting service to a broader participant base.
• Familiarity with benefits self-service platforms or insurance policy management systems.
• Prior experience working within SLA-governed case management environments.
• Knowledge of COBRA, HIPAA, or ERISA administrative requirements as they apply to benefits eligibility and enrollment.

• First-call resolution rate, measuring the share of inquiries closed without escalation or callback.
• Average handle time per contact, tracked against channel-specific service standards.
• Case documentation accuracy rate, audited against established data entry and logging protocols.
• Escalation protocol adherence rate, reflecting correct tier routing on all cases that exceed scope.
• Outbound follow-up completion rate, measuring timely closure of open participant matters.
• Typical tools: Case management and CRM platforms (commonly Salesforce or similar); benefits administration systems (commonly proprietary enrollment portals).

• Base Salary Range: $36,000 to $50,000 per year depending on seniority and location.
• Bonus: performance-based bonus of 3 to 7% annually, tied to resolution and accuracy metrics.
• Equity: not typical at this level in the contact center sector.
• Health Benefits: medical, dental, and vision coverage standard; employer contribution varies by organization.
• PTO: 10 to 15 days per year plus standard federal holidays.
• Common Perks: Bilingual pay differential where applicable, tuition assistance, and shift flexibility in hybrid contact center environments.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law. Applicants requiring a reasonable accommodation to participate in the hiring process are encouraged to submit a request through the designated HR contact. A background check is required as a condition of employment. All candidates must be authorized to work in the United States prior to their start date.

The Center Associate owns end-to-end purchase order management with manufacturing partners, ensuring order confirmation, on-time delivery, and production planning across capacity booking and packaging coordination. Working alongside the project team, this role directly enables on-schedule production and advances the company's sustainability and quality commitments.

Key Responsibilities

• Manage purchase orders with manufacturing partners to ensure order confirmation and on-time delivery.
• Follow up on style buy readiness and production work-in-progress status.
• Manage capacity booking, planning, key processes, and potential bottlenecks in production.
• Coordinate container loading and reservations with manufacturing partners.
• Manage packaging and labeling instructions for the market in coordination with manufacturing partners.
• Collaborate with the project team to implement the future short lead time program.
• Share and demonstrate commitment to sustainability and quality initiatives.

Required Qualifications

• 4-5 years of experience in garment production planning required.
• Experience working in manufacturing preferred.
• Excellent command of English and Vietnamese.
• Strong attention to detail, function, and quality.
• Proficiency in Excel and analytical tools required.
• Ability to travel within Vietnam regularly.
• Entrepreneurial and open mindset with a drive for excellence.

Embedded within the benefits services team, the Center Associate assists with benefits administration, data entry, and high-volume inquiry handling for employees and retirees. Working closely with interdepartmental personnel and direct supervisors, this role ensures accurate benefit elections and timely issue resolution that supports workforce satisfaction and compliance.

Core Functions

• Answer high-volume inbound phone calls and other correspondence from plan participants and interdepartmental personnel regarding benefit and payroll matters.
• Assist customers with inquiries and establish rapport to understand their needs.
• Help participants understand benefits options and assist employees and retirees in making benefit elections.
• Guide employees and plan participants through the benefits and payroll self-service website and related technologies.
• Enter benefit elections on behalf of employees and retirees when applicable or when a technology restriction exists.
• Initiate and manage case loads including outbound calls to inform participants of issue resolution.
• Escalate cases beyond current knowledge level to the next tier or supervisor following escalation protocol.
• Advise management of potential problem areas and recommend solutions as appropriate.

Qualifications and Experience

• Associate degree required, Bachelor degree preferred.
• Preferred working knowledge of benefits eligibility, enrollment rules, and payroll processes.
• Strong analytical, organizational, and interpersonal skills with attention to detail.
• Excellent customer service skills including empathy, respect, and willingness to help.
• Advanced multi-tasking ability including assisting customers by phone while navigating computer systems.
• Proficiency in MS Word, PowerPoint, and Excel with strong data entry skills.
• Strong verbal and written communication skills.
• Bilingual in English and Spanish.
• Ability to maintain confidentiality and sensitivity in all aspects.

Reporting to the Director, the Center Associate coordinates all testing services provided by the campus testing center, including scheduling, accommodation facilitation, and policy enforcement across ACCUPLACER, TEAS, and proctored exams. Partnering with faculty, staff, test vendors, and campus departments, this role safeguards testing integrity and ensures every student receiving accommodations is scheduled and supported appropriately.

Primary Duties

• Administer testing services including ACCUPLACER, TEAS, and accommodation testing to promote student success.
• Manage and monitor the testing appointment and appointment reminder process.
• Correspond with test vendors, administrators, faculty, staff, and students regarding testing services, policies, and procedures.
• Provide students with score interpretations and monitor reporting of test data into the student information system.
• Troubleshoot all test functionality issues with appropriate campus departments or testing companies.
• Maintain records of all testing services via test reservation forms and data entry.
• Generate student testing reports upon request and ensure timely return of accommodation testing materials.
• Maintain security of tests and materials in accordance with college, state, federal, and test agency policies.

Skills and Qualifications

• Associate degree required with notable experience in a learning center environment.
• Experience working in a higher education student service area.
• Excellent computer skills with ability to troubleshoot routine problems.
• Strong analytical, problem-solving, and record-keeping skills.
• Proficiency in Microsoft Office Suite, testing software, and reporting software.
• Strong student-centered customer service and interpersonal skills.
• Effective oral and written communication skills.
• Ability to maintain confidentiality and uphold FERPA compliance.
• Culturally competent with appreciation of diversity.

Sitting at the intersection of client relations and insurance operations, the Center Associate delivers first-call resolution and personalized support to independent agents and high net worth clients across the Property and Casualty space. Operating across inbound call handling, transaction processing, and escalation management, this role strengthens agent and client retention by ensuring accurate, timely, and relationship-driven service.

Duties

• Receive and handle inbound calls from agents and clients, delivering personalized and accurate information with a focus on first call resolution.
• Process quotes, endorsements, and other transactions for agents and clients accurately and in a timely manner.
• Build and maintain strong relationships with agents and clients through strategic and thoughtful communication.
• Identify creative solutions to complex inquiries and provide informed, confident responses.
• Escalate issues as appropriate while keeping agents and clients informed throughout the resolution process.
• Collaborate with the team and uphold company guidelines for timeliness, quality, and effectiveness.

Experience and Qualifications

• Bachelor degree preferred or equivalent experience.
• Experience in customer service and insurance with a proven track record of success.
• Exceptional customer service and phone skills with a positive attitude and patience.
• Strong time management skills with ability to prioritize and handle multiple tasks.
• Strong written and verbal communication skills across phone, email, and chat.
• Proficiency in MS Office including Excel and Word.
• Highly organized, accurate, and detail-oriented.
• Ability to adapt to changing situations, requirements, or priorities.

A key member of the contact center team, the Center Associate delivers help-desk support to employees, consumers, employers, and brokers using the PlanSource benefits enrollment platform. Collaborating across internal teams, health insurance carriers, and third-party contacts, this role ensures client issues are resolved accurately and that the customer care experience consistently meets or exceeds expectations.

Functions

• Provide help-desk support through phone, email, and chat services.
• Support general questions related to the online enrollment software.
• Document client activity including calls, emails, and chat interactions via CRM tracking software.
• Research information using team members, online databases, documentation, and internal knowledge experts.
• Facilitate client issue resolution by working with third parties and health insurance carrier contacts.
• Assist in establishing processes and procedures regarding customer service and client management.
• Work on administrative projects including data management and process improvements.
• Escalate items not resolved in accordance with SLAs to appropriate resources.

Requirements

• Knowledge of employee benefits and administrative aspects of benefit compliance and eligibility.
• Strong problem-solving and analytical skills with high attention to detail.
• Excellent written and verbal communication skills including email and chat writing experience.
• Strong organization, prioritization, and customer orientation skills.
• Proficiency in Microsoft Office.
• Strong keyboarding skills.
• Ability to maintain confidentiality and work independently within established guidelines.
• Bilingual in Spanish is a plus.

Reliable trading platform operations depend on the Center Associate, who delivers first-level support for the Silexx platform and secondary coverage across Cboe-related systems, resolving customer issues tied to APIs, trading workflows, and system configuration. Based within the operations support team, this role ensures system health through active monitoring, error investigation, and options product lifecycle management.

Accountabilities

• Provide first-level support for the Silexx platform and secondary support for other Cboe-related platforms.
• Resolve customer issues related to APIs, trading, and platform features using the "Deliver Plus One" standard.
• Deliver timely and professional outbound communications via OSC support email queues and phone support.
• Investigate error logs and order trails, troubleshoot network issues, and review relevant logs including FIX.
• Perform logical port creation and modification of default settings.
• Test and understand system and functionality changes prior to deployment.
• Monitor systems and maintain dashboard health including database health tools.
• Manage Options Product lifecycle including new listings, maintenance, replacement, validation, and de-listings.
• Support administrative system configuration changes including end user entitlements and routing rules.

Technical Qualifications

• Experience with order-entry trading platforms.
• Experience with FIX protocol and strong understanding of order lifecycle workflows.
• Strong troubleshooting, problem-solving, and customer service skills.
• Excellent written and verbal communication skills with strong attention to detail.
• Skilled at prioritization and multi-tasking in a dynamic team environment.
• Desire to learn Cboe technology and key market structure concepts.
• Ability to participate in weekend testing and weekday off-hours support as required.

As the Center Associate, this role serves as the operational point of contact and technical engineer within the RBC I and TS operating models, managing client activity logs, KPI analysis, and multi-stakeholder coordination to ensure service standards are met. The RBC mid-market client segment relies on this work to drive model simplification, automation of client processes, and the execution of regulatory and industry change events.

Operational Focus

• Communicate directly with client leaders on technology, model simplification, efficiency, and automation of client processes.
• Manage client activity logs including day-to-day activities, issues, and onboarding events.
• Conduct client analysis based on KPI data, query logs, action logs, and BAU information to assess service performance.
• Support management and execution of all RBC change events including regulatory, industry, and client-imposed changes.
• Support initiatives aimed at improving overall client satisfaction with I and TS services.
• Manage multiple stakeholders within RBC and client organizations to ensure expectations are met.

Background and Experience

• Undergraduate degree preferably in Commerce, Economics, or Business.
• Experience in project and program support with knowledge of risk management.
• High level of technical operational expertise with ability to understand operating models end to end.
• Good working knowledge of RBC system infrastructure.
• Demonstrated change management skills with excellent client-facing abilities.
• Knowledge of market trends, technology, and competitive factors affecting the business.
• Ability to operate alongside senior leaders and functional leads.

Center Associate delivers warehouse receiving, order fulfillment, and shipping operations for an electrical products distribution environment, verifying incoming materials against packing lists and assembling outbound orders for common carrier, company vehicle, and UPS shipment. The work directly supports accurate inventory control, customer order satisfaction, and safe daily warehouse operations.

Day-to-Day Responsibilities

• Contribute to a culture focused on employee safety and maintain a safe work environment.
• Receive materials from vendors, customers, or other warehouses accurately and promptly.
• Verify quantity and description of materials received by checking merchandise against the packing list.
• Assemble and fill orders to be shipped to customers or other divisions.
• Pack orders into containers and arrange containers onto shelves according to truck route.
• Load common carrier and company vehicles and assemble customer orders for UPS shipment.
• Measure, cut, and spool wire materials.
• Verify quantities and items being shipped against the invoice.

Minimum Qualifications

• High school diploma or GED preferred.
• Valid driver's license required.
• General knowledge of electrical products.
• Ability to perform basic mathematical calculations accurately.
• Strong organizational skills with ability to prioritize job tasks and meet deadlines.
• Effective communication skills to coordinate with co-workers and satisfy customer requirements.
• Ability to work overtime as needed with an excellent attendance record.