Call Center Associate- Life Insurance

The Customer Service Associate for Life Insurance will provide call center functional and/or technical support for a Group Life Insurance client.

• 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 Life Insurance products.
• Will support the resolution of customer problems, incidents, issues, requests, and queries.
• Liaise with other support teams, or product teams as required to resolve requests and issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents.
• Manages incoming telephone calls, emails, and faxes for Life Insurance benefits.
• 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.
• Able to learn and be proficient with client 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.

• Ability to work a shift between the hours of 7 am to 7 pm.
• This position currently offers a hybrid work schedule; however, please note that the arrangement may change to a fully onsite schedule depending on organizational needs and/or job performance.

• Minimum 1 year of experience in a call center environment.

• Minimum 6 months of experience in the insurance industry management 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 in English and/or Spanish.

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