This job is responsible for providing front line insurance customer service by direct contact with clients and customers. This is principally done through receiving or placing telephone calls, electronic mail, fax or regular mail. This position works with the more complex company products and services and client relationships. Most of these activities follow standard procedures and policies.
This position will be a Work From Home opportunity through March, 2021 as of now. Normally, this is an on-site position and will return to working at our Miami location sometime in the future.
Key Responsibilities:
Responsible for processing a high volume of inbound and outbound calls from insured’s and other internal areas
Provides status on existing coverage to customers by responding to their questions on coverage, billing, premium and procedures
Reviews policy applications and supporting documentation for completeness and accuracy
Code, input and set up new claims and cancellations
Process undeliverable mail
Updates system in order to maintain data integrity of information
Resolution of customer issues and refers escalated items to higher levels for guidance
Researches information in order to provide customers with accurate coverage and policy or benefit information
Corrects system errors
Maintains client relationships via quality customer service and timely processing of additional request through fax/email (changes, cancellations, etc.)
Knowledgeable of complex products related to inclusive card benefits business and additional product/services associated with the company
Follows standard procedures and guidelines
Other duties as assigned by management and may support other departmental areas based on business need
Knowledgeable of multiple applications including client, mainframe and web-based systems
Required skill/experience:
High School/GED or equivalent work experience
1-2 years of customer service-related experience
Knowledge of Insurance Industry
1 year experience in a call center environment and importance of service standards
Computer literate with emphasis on Microsoft Office software and Windows
Develops a basic understanding of the inclusive card benefits/insurance process
Must have good verbal and written communication skills
Understanding of systems and utilizes them effectively to resolve customer issues
Utilizes multiple systems to research coverage and coverage related questions
Learns how to assess customer needs
Knowledge of insurance claims documents
Experience using Salesforce
Intermediate Microsoft Word
Intermediate Microsoft Excel
Ability to prepare a mail merge using Microsoft Word and Excel
Strong typing, alphanumeric data entry
To apply for this job please visit www.assurant.com.
