Senior Customer Service - Member Care Representative III
Pyramid Consulting, Inc.
Senior Customer Service
Immediate need for a talented Senior Customer Service with experience in the Insurance Industry. This is a 12+ Months Contract opportunity with long-term potential and is located in Scottsdale, AZ. Please review the job description below.
Key Responsibilities:
- Answers moderately complex to most complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products.
- Reduces customer call backs by creating a simple, hassle-free interaction for the caller.
- Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.
- Completes and processes all necessary forms. Follows up for necessary documents in order to process requested changes.
- Participates in technical and customer service skills training to stay aware of current and best practices.
- Diagnoses customer issues at an experienced level. Provides solutions and uses a structured thought process to achieve results while balancing customers' needs with company guidelines. Will be required to take overflow of complex calls. Acts as the official "back-up" to the complex segment when volumes and coverage dictate.
- Provides process and performance improvement recommendations; assists peers regarding service and policy issues.
- Is fully cross trained on all available product lines for the business unit. May act as a subject matter expert to assist other associates.
- Subject matter expert activities may include, but are not limited to; peer assistance in training classrooms, on floor assistance for new hires, project input/feedback, adhoc requests from leadership, etc.
- Some positions may require bilingual skills.
- Some positions may require knowledge and use of two platforms.
- Performs other duties as assigned.
Key Requirements and Technology Experience:
- High school studies; some undergraduate studies preferred.
- For some positions state licensing could be required.
- Continuing education as required by state(s).
- Associates may be asked to obtain the required state licenses within the time period designated by the business unit.
- If an associate fails or is unable to obtain required licenses /registrations within the time period designated by the business unit.
- Meets minimum experience level for Member Care Representative II.
- In addition, typically eight months of moderate training and experience; successful demonstration of moderate experience and performance.
- Knowledge of general business practices and terminology.
- Maintains a current understanding of insurance and customer service concepts.
- Mastery of foundational call skills including Nationwide billing and billing systems, Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge.
- Comprehensive understanding regarding moderate call functions. Is fully cross-trained on all insurance products for the business unit.
Our client is a leading Insurance Industry and we are currently interviewing fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
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