Customer Service Representative

Key responsibilities
Ability to work a shift between the hours of 7 am 7 pm.
Handles customer service inquiries via telephone and or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits.
Support the resolution of customer problems, incidents, issues, requests, and queries Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner.
Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents.
Able to learn and be proficient with client s incident management and knowledge management tools, client information systems, and service desk procedures.
Demonstrates understanding of the customer s business needs as trained and maintains high customer satisfaction ratings.
May perform follow up on incidents with customers to ensure customer satisfaction
May support reporting functions providing end of day status, data for weekly status reports, etc.
Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency.

Basic Qualifications
Minimum 1 year of experience in a call center environment

Preferred Qualifications
Minimum 6 months of experience in the insurance industry process interpreting and applying member contracts and benefits
Experience in the medical or insurance field
Experience with reporting
Experience in a BPO/BPS environment
Excellent written and verbal communication skills

Professional Skills
Customer Value Proposition Development
Confident and professional telephone manner