Customer Care Representative

The Customer Care Representative handles inbound call volume from our customers and business partners to assist with claim status and claim process, explanation of their policy/contract, and service inquiries. Representatives work closely with our callers to address questions and provide policy related information through building a professional rapport to address all levels of a customer’s inquiry. 

Duties and Responsibilities:

• Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants.
• Communicates complex information in terms callers will understand.
• Resolves a wide variety of questions and inquiries for our customers.
• Assumes ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract information.
• Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues.
• Follows up on customer inquiries when needed.
• Maintains established levels of productivity and quality standards within a fast-paced environment.
• Handles call volume and assigned service tickets/inquiries during assigned timeframes.
• Completes assigned tasks and any other duties as assigned when needed.
• Has developed broad specialized skills or is multi-skilled through job-related training and considerable on-the-job experience
• Completes work with a limited degree of supervision
• Likely to act as an informal resource for colleagues with less experience
• Identifies key issues and patterns from partial/conflicting data
• Problems typically are not routine and require analysis to understand
• Takes a broad perspective to problems and spots new, less obvious solutions

Required knowledge, skills, abilities, competencies and/or related experience:

*or equivalent experience gained from any combination of formal education, on-the-job training, and/or work and life experience*

• High School Diploma, or equivalent, required. Relevant Associates Degree highly preferred.
• 1-3 years of call center experience or equivalent customer service experience required.
• Ability to work any shift during hours of operations, 8:00 am – 7:00 pm EST, Monday – Friday required.
• Excellent verbal and written communication skills.
• Excellent problem solving skills to handle customer problems in a timely and professional manner required.
• Financial Services or Insurance industry experienced preferred.
• Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required.
• Ability to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customers.
• Ability to multi-task and collaborate in a …