Service Center Representative

About the Role

• An impactful job requiring no prior experience that offers an opportunity to develop a professional career.
• A stable and consistent work environment in an office and/or virtual setting.
• A training program to learn how to help employees and customers from some of the world’s most reputable brands.
• An assigned mentor and manager who will guide you on your career journey.
• Career development and promotional growth opportunities through increasing responsibilities.
• A diverse and comprehensive benefits package.

Primary Purpose of the Role

• To provide excellent service to callers regarding claims for multiple lines of business.
• To expedite the claims application process and provide detailed claim notes on all calls.
• To resolve issues with one call/one person response.
• To direct calls to appropriate escalation path as needed.

Ideal Candidate Profile

• Enthusiastic.
• Thrive in a collaborative team environment.
• Show motivation and drive in their work ethic.
• Customer-oriented.
• Naturally empathic.
• Solution-focused.

Key Responsibilities

• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Enters verbal and written application information that meets both the internal and external customer’s requirements accurately into the claims management system.
• Assigns new claims to the appropriate claims handler.
• Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.
• Attendance during scheduled work hours is required.

Requirements & Tech Stack

• Claims management system

Qualifications

• High school diploma or GED required.
• College courses preferred.
• One (1) year customer service experience or equivalent combination of education and experience required.
• Inbound call center experience preferred.

Taking Care of You

• Entry-level colleagues are offered a world-class training program with a comprehensive curriculum.
• An assigned mentor and manager to support and guide you on your career journey.
• Career development and promotional growth opportunities.
• A diverse and comprehensive benefits offering including medical, dental, vision, 401K, PTO, and more.

Compensation & Benefits (for specific jurisdictions)

• Starting pay range: $17.00 - $19.00/hr.
• Comprehensive benefits package including but not limited to: medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.