General Description: Our Customer Service Rep acts as a Benefit Specialist and the primary job is to help clients and their employees with benefit or claim questions and to log all calls for tracking and reporting purposes.
Major Responsibilities:
- Function as primary resource for clients and their employees with benefit or claim questions.
- Investigate and solve claim problems.
- Log all calls into Call Center database for tracking and reporting purposes (100% call tracking).
- Take requests from Account Managers for supplies and forward to the appropriate account administrator.
- Function as a client resource for administrative questions regarding enrollment and eligibility and special contract provisions.
- Aid with coordination of benefits.
- Drafts appeal letters.
- Performs claim audits.
- Track trends to identify consistent claim and/or benefit question patterns from clients.
- Report trends to carrier and/or the account manager.
- Run reports for assigned producer team when requested.
- Maintain open call volume.
Training and Development:
- On-site ongoing training provided for all above duties.
- Off-site training as required for continuing education requirements.
Core Job Objectives:
- Establish effective working relationships with Internal Partners, Clients and Carriers
- Ensure client satisfaction and to support key initiatives.
- Work with Internal Partners and Carriers to ensure accurate and timely responses to all client issues.
- Work with all partners in a manner that fosters mutual respect and teamwork.
- Respond to requests from all partners by stated timeframes.
- Consistently be on time for work and all scheduled meetings and training classes.
- Respond to BRC emails and voicemails, when assigned, within twenty-four business hours.
Key Skills Required:
- Remains informed regarding industry information and new product information.
- Must currently hold life and disability insurance license (or must obtain it within 12 months following date of employment) and retain license by meeting the continuing education requirements.
- Elevated level of computer literacy including working knowledge of Windows 2003, Excel, Word, and call tracking systems.
- Bilingual a plus; Spanish/English.
- Strong attention to detail and ability to self-check work.
- Excellent time management skills, keeps manager informed of problems.
- Organized and able to prioritize workload.
- Enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, self-motivated, creative, and innovative.
- Excellent problem-solving skills.
- Strong verbal and written communication skills.
- Prior customer service experience is preferred.
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 1 year (Required)
Language:
License/Certification:
- Life & Health Insurance License (Preferred)
Ability to Relocate:
- Seattle, WA 98101: Relocate before starting work (Required)
Work Location: In person