Customer Care Advocate Salary at Zenith American Solutions: A Detailed, Real-World Guide

What the Customer Care Advocate Role Involves

A Customer Care Advocate at Zenith American Solutions supports participants and employers in multi-employer benefit plans with questions on eligibility, claims, COBRA, pension, and health & welfare benefits. The work blends contact-center discipline (queues, handle time, quality scores) with regulated benefits administration, which requires accuracy, confidentiality, and HIPAA awareness. Expect a high volume of inbound calls, email casework, documentation in case management systems, and coordination with claims/eligibility teams.

Success metrics typically include average handle time (AHT), first contact resolution, quality assurance (QA) scores, schedule adherence, and customer satisfaction (CSAT). Training often includes 2–6 weeks of paid onboarding covering plan documents, systems, soft skills, and compliance. Because plans and rules can be plan-specific, new hires usually ramp to full productivity over 60–90 days, with regular QA feedback and coaching.

Current Salary Ranges (2023–2025) and Where the Numbers Come From

Based on public job postings and employee-reported data on common job boards (Glassdoor, Indeed, LinkedIn Jobs) and company postings reviewed between 2023 and 2025, Customer Care Advocate base pay at Zenith American Solutions typically falls in the range of $18.00–$24.50 per hour. Translating to full-time annual pay (2,080 hours), that’s approximately $37,440–$50,960. In higher-cost markets, it is not unusual to see offers that approach or exceed $26.00 per hour, or roughly $54,000 annually, especially for seasoned advocates or bilingual staff.

These bands are broadly consistent with national customer service benchmarks for regulated industries. For reference, the U.S. Bureau of Labor Statistics has reported median wages for customer service roles broadly in the upper $30k to low $40k range in recent years, with specialized, compliance-heavy roles trending above the median. Always verify the specific posting for your target location, as geographic pay differences can be significant.

Example Market Adjustments

In lower-cost markets (for example, many parts of the Midwest or Southeast), entry offers commonly cluster around $18–$21 per hour. In coastal or high-cost metros (West Coast, Northeast), offers more often land between $21–$25 per hour, with outliers above that when experience and language skills align with business needs.

If the role is posted as fully remote, employers typically peg pay to an internal geo-pay zone or the candidate’s residence. It’s common to see 10–20% spread between low- and high-cost zones for the same job family. Ask your recruiter which geographic band applies to you.

Factors That Move You Up or Down the Range

Compensation for Customer Care Advocates tends to reflect both market location and job-relevant skills. Hiring teams give meaningful weight to prior benefits administration experience, contact-center metrics, and proficiency with medical/dental/pension terminology. Bilingual proficiency (especially Spanish-English) is often rewarded with either higher base pay or a differential.

• Experience depth: 2–5 years in benefits administration or health insurance support typically commands the upper half of the range; true plan-document fluency and EOB/claims expertise can push above it.
• Bilingual skills: Spanish-English or other in-demand languages can add $0.75–$2.00/hour or lift you to the top of band, depending on posting.
• Location/cost-of-living: Expect 10–20% pay variance across geo-bands; confirm which band applies to your residence if remote.
• Shift and schedule: Evening schedules or extended hours support sometimes include differentials (commonly $1.00–$2.00/hour).
• Performance history: Documented high QA/CSAT and low AHT in prior roles helps justify top-of-band offers.

Credentials like HIPAA training, call center quality certifications, or prior work with TPAs and union-administered plans help. If you’ve handled escalations, trained peers, or supported open enrollment surges, highlight those details—they directly reduce ramp time and are valued in offers.

Pay Structure: Overtime, Incentives, and Differentials

Customer Care Advocate roles are typically non-exempt, which means you’re eligible for overtime (time-and-a-half) under U.S. wage-and-hour laws. For example, if your base rate is $22.00/hour and you work 5 hours of overtime in a week, your overtime rate is $33.00/hour, adding $165 that week. Open enrollment and year-end can generate periodic overtime opportunities.

Some postings include shift differentials for late or weekend coverage (commonly $1.00–$2.00/hour). Performance incentives, when offered, are usually modest and tied to QA, attendance, and CSAT. Always request the written pay plan for clarity on what is guaranteed base vs. variable and how differentials apply to paid time off or holidays.

Confirm details on paid training, probationary periods, and eligibility dates for benefits and 401(k). If there’s a geographical pay policy, ask whether future relocation affects your rate.

Benefits and the Value of Total Compensation

Beyond base pay, benefits can add substantial value. Benefits commonly include medical, dental, vision, life/AD&D, disability coverage, paid time off, paid holidays, and a 401(k) with employer match. Employer contributions for healthcare alone often run $5,000–$9,000 per year for employee-only coverage (varies by plan and region). A 3–4% 401(k) match on your eligible pay can add $1,200–$2,000+ annually for many advocates.

New-hire PTO banks in this segment commonly start around 15–20 days per year (combined vacation/sick) plus ~8–10 paid holidays. If the role is remote or hybrid, factor in commuting and parking savings. Tuition assistance, employee assistance programs (EAP), and wellness stipends may be available—ask for the Summary Plan Description (SPD) or benefits guide during your offer stage.

Sample Total Compensation Scenarios

Scenario A (mid-band): Base $23.00/hour = $47,840/year. Conservative overtime: 40 hours/year at $34.50 adds $1,380. 401(k) match at 4% on base adds $1,913. Employer-paid health contribution assumed $6,500. Effective total comp value ≈ $57,600–$59,600 before bonuses.

Scenario B (upper-band, bilingual): Base $25.50/hour = $53,040/year. Differential for late schedule $1.00/hour for half the year (1,040 hours) adds $1,040. 401(k) match at 4% adds $2,122. Employer health contribution assumed $7,200. Light overtime (20 hours) adds $765. Effective total comp ≈ $64,000–$66,000.

Career Progression and Raises

Common advancement paths include Senior Customer Care Advocate, Quality Analyst, Trainer, Team Lead/Supervisor, or Benefits/Eligibility Specialist roles. Step-ups often come with a 10–20% base pay increase, especially when moving into QA/training or leadership where coaching and process ownership expand.

Annual merit increases in this sector often land in the 2–4% range for solid performance, with higher adjustments tied to promotions or market realignments. Document your QA scores, CSAT, adherence, and error rates—these are the metrics most likely to support accelerated increases or internal moves within 9–18 months.

How to Research, Confirm, and Negotiate Your Offer

Validate your expectations with recent postings and employee-reported data. Check multiple sources so you see both posted pay bands and real-world reports. When negotiating, reference specific duties you’ll cover (claims research, escalations, bilingual queues) and the tangible ramp time you save the team.

• Gather local data: Pull three comparable postings in your metro (or geo-band) within the last 90 days and note the pay floors/ceilings.
• Quantify your edge: Present metrics (QA 95%+, AHT under target, bilingual call handling) that warrant top-of-band pay.
• Ask about structure: Confirm overtime, differentials, bonus plan, and benefit eligibility dates in writing.
• Trade-offs: If base is capped, negotiate for a higher differential, earlier merit review (6 months), or a professional development stipend.
• Time your ask: Make your pay ask after you’ve demonstrated fit and value during interviews, not at the first screen.

Be specific: “Given my 3 years handling union health plans, 96% QA, and bilingual support, I’m targeting the $24.50–$26.00/hour range in Band 2. If that’s not available, could we explore a $1.50 bilingual differential and a six-month review?” Precision signals preparation and makes approvals easier internally.

Where to Find Current Openings and Salary Details

Start with the company’s careers site: https://www.zenith-american.com/careers. Use the job title “Customer Care Advocate” and related keywords like “Customer Service Representative,” “Participant Services,” or “Benefits Call Center.” Watch for location tags and any explicit hourly range in the posting.

Cross-check third-party sources for pay transparency and reviews: Glassdoor (https://www.glassdoor.com), Indeed (https://www.indeed.com), and LinkedIn Jobs (https://www.linkedin.com/jobs). Set alerts for “Zenith American Solutions Customer Care Advocate” and capture screenshots of ranges posted within the last 3–6 months—these are useful reference points during negotiation.

If a posting omits a range, ask the recruiter for the geo-band minimum, midpoint, and maximum for the requisition. Clarify whether bilingual differentials, shift differentials, or open enrollment incentives apply. Having the band structure early helps you tailor a credible, data-backed ask.