Service Center Representative at Global… · Coralville

Job Description

Taking Customer Service Calls that assist associates calling in to complete claim application process & answer questions on existing claims; .

NO INTERVIEW. BASE ON YOUR RESUME EXPERIENCE

Knowledgeable in disability plan eligibility, coverage and benefits preferred Spanish Bilingual A PLUS (please designate these submittals as such).

PRIMARY PURPOSE:

To expedite the claims application process; to ensure correct case assignment; and to act as a customer liaison in assisting the customer with the correct contact person to resolve problems and/or questions.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Acts as primary liaison with customer in solving problems related to the application process and service.

• Communicates clearly and professionally with the customer by telephone and/or written correspondence regarding all aspects of claims process.

• Educates and informs the customer by telephone, written correspondence and/or the claims system about the documentation required to process a claim, required time frames, payment information and claim status.

• Enters verbal and written application information that meets both the internal and external customer’s requirements accurately into the claims management system.

• Assigns new claims to the appropriate claims handler.

• Directs customer calls to the correct person at all locations.

• Participates in and maintains a quality service culture within the Customer Service Team.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.

• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing High school diploma or GED required.

Experience One (1) year customer service experience required; preferably in an inbound call center.

Skills & Knowledge

• Knowledgeable in disability plan eligibility, coverage and benefits

• Good customer service skills

• Excellent oral and written communication, including presentation skills

• PC literate, including Microsoft Office products

• Strong organizational skills

• Good interpersonal skills

• Ability to work in a team environment

• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

when applicable and appropriate, consideration will be given to reasonable accommodations.

Mental:

Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Job Type: Full-time

Required experience:

• Customer service experience: 1 year

Required license or certification:

• Knowledgeable in disability plan eligibility, coverage and benefits

Required education:

• High school or equivalent

Qualifications

QUALIFICATIONS

Education & Licensing High school diploma or GED required.

Experience One (1) year customer service experience required; preferably in an inbound call center.

Additional Information

FULL-TIME-Must be available during the following hours: M-F: 7AM -7PM, Sat: 7:30-4:00

Required language:

• Spanish Bilingual A PLUS