Customer Service Representative II

Job Title

Through an inbound call center and under general supervision, provide quality customer service by responding to and resolving customer inquiries focusing on first call resolution. This may include billing, claims, general policy questions, website assistance/guidance, and/or other administrative functions focusing on the products of Supplemental Health and Vision through group policies. Additional responsibilities may include responding to written requests received from our online platform along with other assigned tasks that are needed for the success of the department and organization.

Essential Functions

• Handles incoming phone inquiries from customers regarding general policy questions, membership transactions, claims status, and billing inquiries within established performance standards/metrics focusing on Supplemental Health and Vision Insurance policies. Supplemental Health insurance includes Accident, Critical Illness, and Hospital Indemnity.
• Ability to read and interpret policies and contracts, interpret multiple benefit plans. Understands products and services offered and recognizes the business impact prior to acting or making decisions.
• Analyzes, investigates, and resolves most issues through first call resolution.
• Prepare written correspondence to address specific needs.
• Actively participates in team environment/activities such as workflow prioritization and monitoring, compliance with service standards and policies and procedures, problem solving, decision making and coordination with other support functions.
• Provides administrative support to divisional teams, as required.
• Perform customer outreach via telephone as needed.
• Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
• Maintain complete confidentiality of company business.

Job Requirements

• High School Diploma.
• 2 years of customer service experience, preferably in a call center environment.
• Robust computer skills along with reasoning and analytical aptitude to resolve issues quickly and accurately; maneuvering between multiple systems/screens while on the phone.
• Clear and concise interpersonal, verbal and written communication skills.
• Organizational, mathematical and analytical skills.
• Self-directed and motivated.
• This is a flex-position (3 days in the office and 2 days working from home). Need to have the ability to adapt to a work from home environment which includes reliable high-speed internet and business appropriate work area.

Call Center Hours of operation: 7:00 am - 6:00 pm CST

Schedule: 9:00-5:30 pm OR 9:30-6:00 pm CST

Pay Transparency Statement:

At Dearborn, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for associates.

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan.

Dearborn Group Employment Statement

We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.

Base Pay Range

$17.75 - $28.39

Exact compensation may vary based on skills, experience, and location.