Policyholder Services Representative I (Remote)
Job Location:
Monthly Salary:
Posted on:
15 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Department:
Job Summary
Our Story
Imagine being part of a team thats not just shaping the future but actively driving it. At Davies North America were at the forefront of innovation and excellence blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group we help businesses navigate risk optimize operations and spearhead transformation in the insurance and regulated sectors.
Whats in Store
As a Policyholder Services Representative I (PHS Rep I) you will be responsible for responding to inbound customer service inquiries complaints and service requests in a professional and timely manner. This position is often the first contact with policyholders and/or their representatives requiring a commitment to client sensitivity service and guideline adherence. PHS Reps I spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives. This position requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment.
The PHS Rep I is responsible for: AIC and COF policy & benefits calls; process address changes terminations due to death PHI authorizations 3rd parties and SSN updates/requests.
Key Responsibilities
1. Provide exceptional customer service in a phone support role
- Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries
- Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing as well as with internal co-workers
- Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting departments established guidelines policies and procedures
2. Complete document processing in an efficient and effective manner
- Update and change customer contact and policy information with accuracy
- Respond to all written inquiries communicating clearly and with proper grammar
- Assist with document indexing; utilize identifiers such as policy number claim number etc. to accurately and efficiently attach document/s to a specific system file
3. Meet or exceed all established minimum expectations/metrics and goals for the position
- Meet or exceed standards for productivity and quality as established for the role
- Appropriately process all confidential information abiding by HIPAA privacy laws
- Ensure smooth transition of inquiry to appropriate department if/when necessary
4. Perform additional duties as assigned
This is a full-time remote position.
This is a full-time remote position.
Skills knowledge & expertise
- Proven interpersonal verbal telephonic and written communication skills with ability to type 35 wpm
- Must possess a high degree of tact empathy and professionalism when dealing with all customers
- Must utilize active listening skills with ability to ask appropriate questions to fully understand the need/s
- Effectively relay complex insurance information and policy language into basic understandable concepts
- Ability to apply learned principles to specific and unique circumstances
- Effectively respond to written communication utilizing proper grammar and punctuation
- Detail oriented with ability to work independently as well as part of a team
- Solid knowledge of Microsoft Office products with ability to learn new system applications quickly
- Ability to toggle between multiple screens while speaking with customers and documenting in the system
- Proactively provide creative and analytical recommendations to management for process and performance improvement
Equal Employment Opportunity & Legal Notices
Benefits
At Davies North America we are dedicated to supporting the wellbeing and future of our qualifying employees. Our comprehensive benefits package includes:
- Medical dental and vision plans to support your health and that of your family
- A 401(k) plan with employer matching
- Timeoff policies including Discretionary Time Off (DTO) for exempt employees and Paid Time Off (PTO) for nonexempt employees
- Paid holidays
- Life insurance and shortterm and longterm disability coverage
Benefit offerings eligibility and required employer contributions may vary based on role classification and applicable federal state and local laws including those tied to an employees primary work location.
Where required by law the Company provides paid sick leave paid family and parental leave and other mandated benefits in accordance with applicable state and local requirements.
Diversity and Inclusion
Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity and we actively promote an environment where all voices are valued and heard.
Compensation Transparency:
The salary range listed reflects the full compensation band for this role across all locations. Actual compensation will be based on factors such as skills experience qualifications and geographic location which may impact the final offer. We share ranges to remain transparent and consistent with pay equity practices.
Background Check & Fair Chance Compliance
Compensation Transparency:
The salary range listed reflects the full compensation band for this role across all locations. Actual compensation will be based on factors such as skills experience qualifications and geographic location which may impact the final offer. We share ranges to remain transparent and consistent with pay equity practices.
Background Check & Fair Chance Compliance
Any background check or review of criminal history if applicable to the role will be conducted only after a conditional offer of employment and in compliance with applicable federal state and local laws including fairchance hiring requirements.
Massachusetts Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Massachusetts Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Required Experience:
Unclear Seniority
