Member Care Representative

What you'll be doing: Handles inbound calls of moderate complexity regarding insurance policies from policyholders, agents, third parties, and business partners. Completes and processes all necessary forms. Creates an exceptional customer experience while contributing to individual and team goals. Provides process and performance improvement recommendations. Answers moderately complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products. Reduces customer call backs by creating a simple, hassle-free interaction for the caller. Uses all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation. Completes and processes all necessary forms. Follows up for necessary documents in order to process requested changes. Participates in technical and customer service skills training to stay aware of current and best practices. Diagnoses customer issues at a developing level. Provides solutions and uses a structured thought process to achieve results while balancing customers needs with company guidelines. Provides process and performance improvement recommendations. Performs other duties as assigned.

What your background should be: The applicant should have experience in related field. Demonstrated experience in moderate call handling. Knowledge of general business practices and terminology. Mastery of foundational call skills, company policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Strong verbal and interpersonal skills to communicate technical insurance and billing information.

Required Schooling / Training: High school studies; some undergraduate studies preferred.

Who is the client company: This is a group of large U.S. insurance and financial services companies.; If you are interested in this position, send your resume to apply@kochdavis.com