Customer Care Advocate

Customer Care Advisor

Life is too short to work with jerks. Join our team at NCD, a top-tier insurance provider, consisting of a unique and eclectic group of winners, nerds, and gamers who balance a fun, kind, and thoughtful approach to life with an unwavering commitment to unparalleled member satisfaction. Our ecosystem is rooted in our five core values: Relentless Positivity, Growth Obsessed, Get it Done, Helpful Spirit, and Solution Driven.

We are not just coworkers, but a community, working tirelessly towards 'Spreading the Smile' to our members, agents, and each other. NCD is at the forefront of dental and vision insurance, in partnership with our carrier partners MetLife, VSP, and Zurich. Our continuous growth is a testament to our commitment to delivering outstanding agent and customer satisfaction.

If you are ready to win each day, are eager to grow, and aspire to contribute to an organization that is setting the pace in the industry, then we are looking for you. Together, let's drive change and take NCD to new heights. Join us and become a vital part of our success story as we continue to transform lives and 'Spread the Smile.

Summary:

Do you enjoy connecting with people and consider yourself a great listener? If so, then NCD has a perfect role for you. NCD has an opportunity for a remote Customer Care Advisor to join our team. Your role is simple: provide the highest level of phone service and support to our customers in a timely manner.

This position is 100% work from home. All remote employees must maintain a workspace that allows professional conversations free from distractions and/or background noise. This position requires 2-4 weeks of paid remote training. Equipment will be provided.

Essential Duties and Responsibilities:

• Handles both inbound and outbound communication with members and/or providers.
• Communicates with clients across multiple channels, including phone, email, and chat.
• Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions.
• Refers new product enrollment or changes to existing enrollment to a licensed agent.
• Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation.
• Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact.
• Continually maintains working knowledge of all company products and services.
• Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits.
• Builds trust with members across the healthcare life cycle and improves member retention.
• Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence.
• Attends and participates in team meetings, skill builders, training exercises.

Qualifications:

• 2+ years of customer service or call center experience
• College degree preferred, but not required
• Excellent verbal and written communication skills
• Proficient computer skills including MS Word, Excel, Outlook, Teams
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
• Bilingual is a plus (Spanish bilingual employees receive an additional pay differential)

NCD Benefits:

• Company-paid health, dental, life, and disability insurance
• 401(k) with employer match
• Opportunity for professional development
• Work from home allowance and support
• Positive work environment

Compensation: $17.50$18.50 per hour, based on experience and qualifications.