(Non-IT) Customer Service - Account Representative - Columbus

(Non-IT) Customer Service - Account Representative NOTE - rate may go up to *** for qualified candidates. Primary Purpose: The *** Analyst Plan Administrator (Group Benefits) located in Milwaukee WI, handles client service concerns by maintaining and servicing inbound call activity and emails. Improve persistency and overall client satisfaction by serving as point of contact within sales offices, agencies, and employers. In office position, Milwaukee WI. Essential Duties and Responsibilities Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups. Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise. Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them. Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations. Perform root cause analysis and determine proper course of action. Explain insurance concepts in an easy to understand format. Demonstrate strong understanding of all workflows and business processes to execute overall service strategy. Identify areas of process improvement and work with manager and internal organization to improve processes. Meet and exceed individual and team performance goals to improve overall lapse rate and service. Required Skills and Competencies Previous industry experience. Understanding of underwriting risk factors that influence health insurance profitability. Advanced customer service skills – ability to handle a wide variety of callers in a professional manner and strong interpersonal skills. Ability to process complex time‑sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience. High degree of initiative, mature judgment, and self‑motivation. Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines. Team oriented ability to provide guidance on process, procedures, and product. Comfortable with delivering and receiving feedback. Desired Skills Previous industry experience. Understanding of underwriting risk factors that influence health insurance profitability. Advanced customer service skills – ability to handle a wide variety of callers in a professional manner and strong interpersonal skills. Ability to process complex time‑sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience. High degree of initiative, mature judgment, and self‑motivation. Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines. Team oriented ability to provide guidance on process, procedures, and product. Comfortable with delivering and receiving feedback. #J-18808-Ljbffr Jobvious