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Customer Experience Advocate I (Remote Available after Onsite Training)

February 17, 2026

About the position

Our Operations division is currently seeking multiple talented, curious, and compassionate Customer Experience Advocates (CXA) that are eager to serve as trusted partners in navigating their health insurance needs. Your days will be filled with phone calls from our members, providers, and other stakeholders. Sometimes the work can be challenging and complex but will also be rewarding for those who want to make an impact by serving on the front lines to support our members. The CXA will provide accurate, prompt, courteous, and professional responses to member, provider or other stakeholder inquiries over the phone.

Responsibilities

Deliver an excellent customer experience for member, provider and other stakeholder inquiries via telephone in a contact center environment.
Adhere to a structured schedule and meet quality, attendance and production standards.
Strive to provide first call resolution and de-escalate calls as necessary.
Apply customer engagement philosophies and personality-based resolution techniques to all interactions.
Ensure information about Wellmark's products and services is clearly communicated.
Advocate value-based customer experience by handling calls relating to health benefits, claims payment, etc.
Develop and maintain positive relationships with members, providers and other stakeholders.
Ensure customer records are processed and updated timely and accurately.
Analyze and resolve claim-related inquiries and processing.
Promote and educate on self-service tools appropriately and accurately.
Engage and participate in team meetings, chat, corporate meetings, etc.
Promptly follow up on all inquiries and document resolutions.
Document the type of contact, reason for the inquiry, and other tracking codes.

Requirements

High School Diploma or GED.
A minimum of one year proven experience engaging with customers.
Experience in customer-centric role(s) with demonstrated ability to proactively develop professional customer relationships.
Computer literacy - basic computer skills.
Professional verbal and written communication skills; attention to detail.
Good judgment and proven problem-solving skills.
Ability to resolve issues and conflicts in a professional manner.
Ability to adapt to an ever-changing work environment; ability to multitask and manage time.
Basic math skills, including subtraction, addition and multiplication.
Willingness to be trained on additional market segments.

Nice-to-haves

Associate degree.
Demonstrated experience working within specified time constraints.
Prior experience and/or knowledge in health insurance or related industry.

Benefits

An opportunity to work remote, upon meeting performance expectations.
A strong focus on optimizing the customer experience.
A culture of respect, diversity, inclusion, and commitment to our community.
Access to a fitness facility, health programs, education, and services.
An opportunity for career advancement.
Exceptional employee benefits, rewards, and growth opportunities.
Best-in-class tuition assistance program.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...