Senior Customer Service Representative

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.