Customer Service Representative

Customer Care Advocate

Pay Rate: $20/hr Location: Cary, NC 27513 Basic Required Qualifications: 2+ years of customer service experience Flexible to work specific shifts during hours of operation between 8:00am – 8:00pm EST, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need High School diploma, GED Role Value Proposition: Are you someone that enjoys problem solving and putting customers first? Do you want to directly impact the lives of our customers? Then we have an amazing opportunity for you: We are actively hiring Customer Care Advocates for our Global Customer Solutions and Operations (GCSO) contact center team, starting on 9/28/26. After paid training, you will join the in-bound customer service team putting customers at the heart of all you do. Global Customer Service and Operations serves ***'s customers around the world, fulfilling their servicing, underwriting, policy administration and claims needs. We are guided by our purpose, putting the customer at the center of everything we do. And, just like our customers are at the center, so are our people. We strive to make sure our employees are heard, valued and inspired to progress. We believe when all of us with our unique backgrounds, skills, perspectives, and voices come together; even more is possible. As a leader in insurance, *** never underestimates the significance of the impact made by associates.

Summary of Responsibilities: The Customer Care Advocate handles inbound customer service inquiries via the telephone and/or email and resolves complex customer issues. The successful candidate will leverage effective listening skills, an attention to detail, strong intellectual curiosity, and honest desire to make a difference to ensure each customer experience is exceptional. With an understanding of the customers' needs and wants and a focus on delivering solutions that meets those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us. This is a full-time virtual position. Accident & Health Call Types: Accident & Health services 3 primary types of voluntary benefit policies offered to employees during their company's open enrollment - Critical Illness, Hospital Indemnity, & Group Accident. We offer assistance during their company's enrollment period, as well as fielding questions regarding Billing, Claims, and Plan Information for existing plans. In addition, we also service enrollments in Retiree Dental for select companies. The candidates selected for this position will be providing customer service to inbound customers calling our 800 number. *** has the highest expectations for our Customer Care Advocates to always provide an exceptional customer experience on every call. Always remain professional Never place blame on the customer or employer Make a customer connection Continuous Improvement environment- Always looking to improve both individual performance and the processes we have in place Principal Responsibilities: Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc. Respond to customer requests via telephone or email, providing excellent service to ***'s customers who have insurance or other financial service products or benefit plans and providing solutions that best match the customers' needs. Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc. Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion. Enhance and strengthen the relationship between the customer and *** using strong communication skills, keen listening skills and empathy. Support special product and/or service campaigns as needed, or if solicited by the customer. Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry. Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Preferred Qualifications: Some college experience, trade or professional certification. Insurance or Financial Services industry experience or Product specific experience. Prior Call Center experience is highly preferred. A demonstrated ability to learn quickly and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions. A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment. Strong computer/keyboard skills as well as solid math, analytical and problem-solving skills. Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of ***.