The Customer Service team is responsible for providing effective customer service to clients in response to inquiries, concerns and requests about products and services. By using active listening skills, they will ascertain the reason the client is contacting the company and provide them a resolution resulting in a positive client experience. Most of the inquiries received involve extensive data verification and attention to detail, while maintaining the confidentiality and integrity of data.
• Possesses a working knowledge and understanding of products, services, possibly systems, as well as procedures of all servicing departments within a particular business area and throughout the company.
• Strengthens their knowledge of what back-office tasks are needed, when, and for what duties, and begins to master multitasking and prioritizing those tasks, such as documenting files, preparing and sending letters/forms, and completing process workflows to complete client services.
• Handles or escalates client complaints, directing unresolved issues to the appropriate resource.
• Knowledge of all data processing systems and software in disseminating policy status, policy data, and more to authorized parties to handle inquiries from all interested parties.
• Acts as a liaison between the company and external collections agencies; supplies payments and adjusts collections balances accordingly.
• Handles possible canceled policies and completes daily invoices.
• Performs basic accounting duties when collections are received; completes the ledger, reconciles, and generates Automated Clearing House (ACH) to external collection agencies (for approval and processing).
• Manages large amounts on incoming service inquiries received through a variety of communication channels. Handles or escalates client complaints, directing unresolved issues to the appropriate resource.
• Provides a verification of benefits (VOB) to providers, ensuring accurate policies and their respective coverages are being relayed and executed appropriately.
• High school diploma or a GED
• Completion of at least two insurance industry classes (LOMA, etc.)
• Up to one year of customer service or call center experience or relevant education.
• Relevant exposure to field (insurance, banking/finance, etc.).