Policy Services CSR, Medicare

About the Role

This insurance-industry role supports Medicare policy holders, with prompt, courteous phone-based customer service. You will utilize applicable policy forms, insurance law, and internal procedures to answer inquiries and also process requests from customers. You will thoroughly document telephone calls, changes, and written correspondence.

Key Responsibilities

• Answer incoming Medicare Supplement calls in accordance with quality standards to provide information to agents/ insured about the status of a policy or any other question they may have.
• Place outgoing calls to provide or obtain information.
• Document all calls while in progress using the online documentation program.
• Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques.
• Process customer requests using internal and client-mandated procedures.
• Produce correspondence to customers using approved letters.
• Fully document policy file or image system with all related material to leave a clear and concise audit trail.
• Efficiently process Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards.
• Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts.

Requirements & Tech Stack

• High school diploma or GED equivalent.
• Up to 2 years of proven customer support experience.
• Strong phone contact handling skills and active listening.
• Familiarity with Microsoft Office products.
• Ability to adapt and respond to different types of people and tasks.
• Excellent communication and documentation skills.
• Ability to multi-task, prioritize, and manage time effectively and efficiently.
• Reliable transportation and the ability to be punctual and dependable.
• May have agent license but no active appointments.

Insurance background preferred.