Non-IT Customer Service - Member Care Representative II

Customer Support Representative

Immediate need for a Customer Support Representative with experience in the Insurance / Financial / Corporate Industry. This is a 6+ month contract opportunity with long-term potential located in Brea, CA USA 92821. Please review the job description below:

Key Responsibilities:

• Answers moderately complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products.
• Reduces customer call backs by creating a simple, hassle-free interaction for the caller.
• Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.
• Completes and processes all necessary forms. Follows up for necessary documents in order to process requested changes.
• Participates in technical and customer service skills training to stay aware of current and best practices.
• Diagnoses customer issues at a developing level. Provides solutions and uses a structured thought process to achieve results while balancing customers needs with company guidelines. Majority of calls will be moderate, but may take overflow of complex calls if necessary
• Provides process and performance improvement recommendations.
• Is fully cross trained on all available product lines for the business unit.

Key Requirements and Technology

Experience:

• High school studies; some undergraduate studies preferred.
• In addition, typically three months of foundational training and experience; successful demonstration of holistic foundational experience including performance and company strategy elements.
• Demonstrated experience in moderate call handling. Knowledge:
  Knowledge of general business practices and terminology. Familiarity with insurance and customer service concepts.
• Mastery of foundational call skills including company billing and billing systems, company policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Is fully cross-trained on all insurance products for the business unit.
• Strong verbal and interpersonal skills to communicate technical insurance and billing information to policyholders, agents, third parties, and peers. Analytical skills to analyze billing information. Requires strong multi-tasking and computer navigational skills.

Our client is a leading Insurance / Financial / Corporate organization and we are currently interviewing to fill this and other similar contract positions. Qualified candidates should apply today for immediate consideration.