Group Customer Care Associate

At Atlantic American, we believe that exceptional customer service is the cornerstone of building lasting relationships and trust. As a Group Customer Care Associate
, you’ll play a pivotal role in ensuring that our customers—employer groups, plan administrators, and brokers—receive outstanding service every step of the way.

In this dynamic role, you’ll be the face of our Group Market division, managing inquiries, resolving issues, and going above and beyond to create a seamless, positive experience for our customers. You’ll utilize your communication skills and in-depth knowledge of our products to address complex requests, ensuring that each interaction is handled with professionalism, care, and efficiency.

What’s more, you’ll have the opportunity to contribute directly to our organizational goals by fostering strong relationships and enhancing customer satisfaction and loyalty. We’re looking for someone who is proactive, analytical, and always looking for ways to improve service delivery.

If you're passionate about making a difference, thrive in problem-solving, and are committed to continuous growth, we want you to be part of our team!

Essential duties and responsibilities include but are not limited to the following:

• Customer Interaction Management: Handle and resolve inquiries from employer groups, plan administrators, and brokers with professionalism and efficiency.
• Provide timely and accurate responses to complex customer requests, ensuring satisfaction and issue resolution.
• Relationship Building: Develop and maintain strong, positive relationships with key stakeholders.
• Ensure high levels of customer loyalty and satisfaction through effective communication and problem-solving.
• Product Knowledge Application: Utilize in-depth knowledge of Atlantic American’s products to address customer inquiries and resolve issues.
• Stay updated on product offerings, changes, and processes to provide accurate and relevant information.
• Problem Resolution & Issue Management: Act as the first point of contact for customers’ concerns, troubleshooting and providing solutions to complex problems.
• Work closely with internal teams to escales and resolve issues in a timely manner.
• Customer Experience Improvement: Identify opportunities to enhance customer experience through process improvements and proactive service.
• Contribute to the continuous improvement of service delivery standards.
• Collaboration with Internal Teams: Collaborate with other departments to ensure smooth, efficient handling of customer inquiries and issues.
• Share customer feedback and insights to help refine and improve product offerings and service procedures.
• Alignment with Organizational Goals: Ensure all customer interactions align with Atlantic American’s goals and values. Actively contribute to achieving organizational objectives related to customer satisfaction and service excellence.

• High school diploma or equivalent; completion of related college courses preferred.
• Minimum of three years of office experience, with at least three years in a customer service environment. Experience in the insurance sector is a plus.

• Customer Service Excellence: Ability to provide exceptional customer service by understanding policyholder needs, addressing concerns promptly, and ensuring a positive customer experience.
• Communication: Strong verbal and written communication skills to convey information clearly and effectively to policyholders and providers.
• Empathy and Patience: Demonstrated ability to empathize with policyholders and providers, showing patience and understanding in all interactions.
• Problem-Solving: Aptitude for identifying issues, evaluating options, and implementing effective solutions in a timely manner.
• Attention to Detail: Keen attention to detail to ensure accuracy in handling customer inquiries.
• Industry Knowledge: Up-to-date knowledge of Medicare Supplement and Ancillary insurance Standards.
• Technical Proficiency: Familiar with customer service software, databases, and other relevant tools to manage customer interactions and records.
• Time Management: Ability to handle multiple tasks efficiently, prioritize work, and manage time efficiently in a high-volume environment.
• Adaptability: Flexibility to adapt to changing industry trends, company policies and policyholder needs.