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Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion.

• Project a professional attitude and positive image.
• Support large volumes of inbound and outbound contacts promptly.
• Follow compliance guidelines and reference job aides when addressing varying topics.
• Identify customer needs, clarify information, research issues and provide next steps and solutions.
• Maintain ownership of contact experience and resolution for assigned casework.
• Build sustainable relationships with internal service partners.
• Keep detailed records of contacts in the agent ticketing system.
• Complete educational seminars to enhance knowledge, performance and maintain continuing education requirements.
• Maintain awareness of client updates, policy or procedure changes.
• Demonstrate strong soft skills, including active listening, empathy, and adaptability. Anticipate customer needs and tailor responses accordingly.
• Accurately and actively utilize the ticketing process to collaborate with team members and resolve assigned cases.
• Ability to meet or exceed established goals for both internal call monitoring audits, contact metrics, and client satisfaction surveys.
• Adhere to attendance and punctuality standards.
• Adapt to change and meet the changing demands of the work environment.
• Assist other department personnel as needed due to fluctuating workloads.
• Perform other related duties as assigned.
• Compliance with HIPAA regulations and all Baker Tilly Vantagen guidelines.

• High School Diploma required, Associates Degree preferred.
• 2 years experience accepted in lieu of degree.
• A basic understanding of health insurance terminology is preferred.
• Ability to effectively work in a contact center environment.
• Ability to work in high pressure environment and deal effectively with all customers.
• Commitment to high quality service.
• Excellent oral & written communication skills.
• Experience working in a remote position.
• Strong data entry skills and proficiency in the use of a PC, including use of multiple applications simultaneously.
• Ability to locate and interpret complex information from a variety of data sources.
• Ability to work in a fast-paced production and quality environment to meet required standards.

The pay rate ranges for this position are listed below. Actual compensation is influenced by a variety of relevant factors including but not limited to applicant's skills, prior experience, qualifications, degrees, professional certifications, work arrangements and geographic location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees. In Houston, TX: pay rate range is $22.50 to $33.00 In Madison, WI: pay rate range is $18.95 to $31.50