PHS Rep I

Our Story

Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America, we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.

 What’s in Store 

Davies Life & Health is on the lookout for experienced Policyholder Services Representatives who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. You will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. Policyholder Client Service Representatives spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives. You must possess a high level of empathy, have superb verbal and written skills, and be proactive, independent, and take initiative. This position also requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment.

Key responsibilities include: 

• Provide exceptional customer service in a phone support role
• Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries
• Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers
• Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures
• Complete document processing in an efficient and effective manner
• Update and change customer contact and policy information with accuracy 
• Respond to all written inquiries, communicating clearly and with proper grammar
• Meet or exceed all established minimum expectations/metrics and goals for the position
• Meet or exceed standards for productivity and quality as established for the role
• Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws
• Ensure smooth transition of inquiry to appropriate department if/when necessary
• Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
• Perform other duties as assigned

This is a full-time, home-based position. 

Your Expertise, Skills, and Abilities

• High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
• Proficient computer skills and experience in Microsoft Office products required
• Insurance or medical background preferred
• Understanding of medical terminology, health insurance, claims, and/or LTC preferred
• Possess a high degree of tact, empathy, and professionalism 
• Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence
• Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives 
• Effectively relay complex insurance information and policy language into basic understandable concepts
• Ability to apply learned principles to specific and unique circumstances
• Superb written and verbal communication skills; must be clear and concise, both in written communications and when speaking to policyholders and representatives
• Detail oriented with the ability to work independently as well as part of a team
• Ability to toggle between multiple screens while documenting and speaking with policyholders
• Solid knowledge of Microsoft Office products with ability to learn new system applications quickly
• Exceptional attention to detail with excellent organizational skills
• Proactively provide creative and analytical recommendations to management for process and performance improvement 

Benefits

At Davies North America, we are dedicated to supporting the well-being and future of our qualifying employees. Our comprehensive benefits package includes:

• Medical, dental, and vision plans to ensure your health and that of your family.
• A 401k plan with employer matching to help you build a secure financial future.
• Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our commitment to promoting a healthy work environment.
• Paid holidays.
• Life insurance and both short-term and long-term disability plans, providing essential financial protection for you and your loved ones.

Diversity and Inclusion

Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard.

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