Grow and lead among an award-winning and extraordinary organization that's dedicated to providing premier service and delighting members, 24/7/365. It all begins with how we care about the people we serve. Since 2015, our mission has guided our principles towards delivering solutions for a rapidly changing industry. Compassionate Care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success.
We make a difference in the lives of millions; that's something we can be proud of.
Compensation for all positions is competitively higher than the current marketplace. Simply put - we pay more. We also offer a competitive benefits program, designed to support employees and their families across all dimensions of health including medical, dental, vision, life, disability, 401(k) and paid holidays/time off for eligible employees. You can earn even more through referral bonuses. Achieve your potential and grow your career at NationsBenefits.com/Careers.
OVERVIEW
Our Card Services Specialist (CSS) are customer experience professionals who enjoy challenges, are resourceful, find fulfillment in building rapport, and provide our members with a compassionate, satisfactory, and easy experience. An ideal CSS will understand banking transactions and of the sensitive nature of dealing with customer's finances, along with a passion in making a positive difference for others. If you're the type of person who likes helping your elderly relatives and neighbors deal with their bills and banking, this job will be a good fit. Card Services Specialist are expected to be good communicators across different channels (phone, text, chat, and email), since they perform a multi-platform, concierge experience for members. CSSs are also responsible for taking direction from different sources, and working through multiple, challenging tasks when finding solutions for members. The job of a CSS is not for the impatient; instead, it is for those with an empathetic personality and a trouble-shooting mindset. The ideal CSS will be someone who enjoys helping customers achieve their goals, and who understands the importance of tailoring the customer service experience to different types of customers.
KEY RESPONSIBILITIES
- Provide account services to members.
- Handling financial transaction and confidential information in a responsible manner.
- Adhering to banking compliance requirements.
- Ability to remain confidential with all proprietary and private information and adhere to NationsBenefits, HIPAA, and MCO / Medicare guidelines
- Assist with balance inquiries.
- Follow all bank financial and security regulations and procedures.
- Resolving complaints and account discrepancies.
- Keeping a clean, organized work area.
- Perform tasks and duties with demonstrated timeliness and expertise.
- Escalate account errors including wrong balance or load.
- Be a trusted advisor through interpersonal skills and excellent service to establish a strong relationship that builds high levels of Member satisfaction.
- Resolve member inquiries while providing dedicated, easy, and effective service as a representative of NationsBenefits.
SKILLS FOR CSS SUCCESS
- Have a structured and organized way of going about daily tasks; attention to detail is a must.
- Ability to work in a fast-paced environment.
- Technical savviness to navigate through computer systems and applications.
- Ability to multi-task and use different tools and resources to identify custom solutions.
- Skilled at reading and interpreting transactions.
- Strong mathematical skills.
- Strong communication skills, both written and verbal, with the ability to adapt communication styles to different customers and situations.
- Ability to address general and customer-specific inquiries and concerns, as well as being able to explain and guide them through different procedures.
- Ability to provide clear and concise information, such as explaining clearly and professionally the reasons for declined transactions.
- Ability to be an analytical thinker, problem solver, and quality oriented.
- Problem-solving attitude; natural curiosity in finding and understanding the origin of a problem.
- Mindset of continuous improvement in understanding and addressing customer needs.
- Integrity and honesty to manage sensitive member information and adhere to all Regulatory and Compliance guidelines related to healthcare and banking practices.
- Advanced typing skills (45 WPM typing speed).
DESIRED QUALIFICATIONS AND EDUCATION
- Knowledge of proper banking transactions.
- Strong knowledge and literacy in healthcare, finance, and banking terminology and products.
- Proven ability to read and understand financial statements.
- Some college coursework completed or higher preferred.
- Customer support experience preferred.
- Experience with customer relations management (CRM) software preferred.
- Healthcare, banking, or related industry experience preferred.
- Demonstrated experience typing detailed notes and speaking on the phone at the same time.
- Demonstrated experience navigating between multiple systems/platforms.
- Proven time-management skills and patience.
- Affinity for finding solutions to challenges.
- Affinity for working in a fast-paced, exciting environment.
- Affinity to go above and beyond to meet member's needs.
- Intermediate experience working with Microsoft Office Suite (Word, Excel, Outlook, etc.) preferred.
- Affinity for meeting or exceed individual and team performance metrics.
- Flexibility to work varied shifts, days, holidays.
- Bilingual skills strongly preferred (English+ one or more of the following languages – Spanish, Cantonese/Mandarin, Korean, Vietnamese, Portuguese).
ADDITIONAL NOTES
- Hours of Operation: 24/7/365
- Shift bidding schedules
NATIONSBENEFITS IS AN EQUAL OPPORTUNITY EMPLOYER.