Call center representative

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

Start/End Dates: 10/12/2015 - 4/11/2016

Work Location:
West Warwick RI-MLSTD-USA-00759

Position:
Administrative/Clerical - Call Center Rep

Job Description:

The department hours are 8am – 11pm, so shifts would be 8 hours anywhere between those hours. Training will be between 8am – 5pm – this will consist of 5 weeks of classroom training, with 2 weeks of on-phone nesting with job coaches after that. This position will be in Metlfe Long-Term Care and Voluntary Benefits. Position will handle inbound calls regarding claims and billing for a variety of insurance products.

• Provide service and information to customers regarding Met Life products, including explaining policy features and benefits, providing policy-specific information, requests regarding claims and processing transactions.
• Support campaigns to increase revenue, generate sales and conserve existing assets.
• Respond to requests via telephone regarding insurance and other financial service products and benefit plans.
• Research and respond to requests and discuss options regarding various aspects of the policy; for example, status of claims, policy provisions, values, basic procedures, etc.
• Process transactions and fund transfers and refer requests for other policy modifications to appropriate areas for processing.
• Efficiently access multiple electronic systems and LAN/PC to provide complete response.
• Work at all times to enhance and strengthen the relationship between the customer and Met Life.
• Support special campaigns as needed, or if solicited by the customer.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and Quality Service Skills.

Skills required:

• Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of company products as well as administrative, claims, underwriting and marketing organizations.
• Excellent oral & written communication skills.
• Superior telephone etiquette.
• Excellent listening skills and ability to articulate ideas.
• Ability to understand and respond clearly to customers in a dynamic, fast‑paced environment while promoting a quality image of Met Life.
• Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers.
• Strong organizational skills; strong ability to multi‑task; demonstrated ability to manage stress.
• Basic computer skills.
• Ability to “think out of the box” to generate innovative process improvements.
• Strong solid math and analytical skills.
• Ability to work various shifts within hours of operation. Flexibility is a must, as your shift can/will change to meet business needs and additional hours may be expected if a business need requires it.
• Previous Call Center experience preferred.