Customer Service Representative, Accident & Health

About the Role

• Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services.
• Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty.
• Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
• Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry.
• Handles the answering of questions regarding A&H and FE plans so that our members better understand their coverage.
• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
• Performs required tasks using tools available to recall necessary information.
• Documents all customer correspondence and maintains confidential records of patient information.
• Required to meet all company set metrics.
• First call resolution mind set.

Key Responsibilities

• Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services.
• Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty.
• Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
• Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry.
• Handles the answering of questions regarding A&H and FE plans so that our members better understand their coverage.
• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
• Performs required tasks using tools available to recall necessary information.
• Documents all customer correspondence and maintains confidential records of patient information.
• Required to meet all company set metrics.
• First call resolution mind set.

Requirements & Tech Stack

• Minimum of 6+ months of previous call center experience or customer service.
• Minimum of 6+ months of experience demonstrating basic computer proficiency, including the ability to navigate multiple software applications, use telephone systems effectively, and perform routine computer-based tasks with accuracy and efficiency.
• Multitasking capability with superb time management.

Preferred Qualifications

• Experience with accident and health and whole life insurance.
• Claims experience.
• Working knowledge of problem solving and decision making skills.
• Multitasking capability with superb time management.
• Excellent verbal and written communication, active listening, and the ability to express information clearly.
• Patience, empathy, and the ability to handle difficult customers professionally.

Education

• High school diploma or up to 1 year equivalent experience.