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Remote Call Center Representative (In-bound Call Center)

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Selman & Company LLC

Remote Call Center Representative (In-bound Call Center)

Cleveland, OH
Full Time
Paid
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  • Responsibilities

    Job Description

    SELMAN & COMPANY is a leading provider of administrative services related to life & health insurance and similar products with offices in Cleveland, OH, Baltimore, MD & Keene, NH.

    Location: Richmond Heights, Ohio  

    Status: Full-Time  

    Shift: 10:00a.m. – 6:00p.m.

    Relocation Provided: No            

    Travel Required: 0%

    POSITION SUMMARY: The Customer Service Representative will support and drive high levels of customer satisfaction for several large/key insurance accounts and other lines of business by providing excellent, prompt, courteous and focused call center support to policy holders.

    ESSENTIAL DUTIES AND RESPONSIBILITIES: 

    •  Answer in-bound calls for designated area of responsibility.
    •  Support and provide superior service via phone, e-mail, faxes and other correspondence to policy holders.
    •  Assist existing and potential customers with policy interpretation, claims and premium/billing related issues
    •  Review insurance policy terms in order to determine whether a particular Policy Holder is covered by insurance
    •  Compare/Review Policy information with Customer, respond to inquiry and/ or stated understanding from Customer to ensure that appropriate information is provided.
    •  Confer with customers to provide information about insurance products, to take requests for coverage, to cancel accounts, or to obtain details of complaints.
    •  Solicit enrollment of new or additional coverage under designated Carrier insurance products with captive customer/Policy Holder, on the phone.
    •  Assess customer needs and make efforts to address coverage requirements and avert termination of coverage.
    •  Adhere to internal policies and procedures as well as those provided by insurance carrier partners.
    •  Complete necessary correspondence using proper standard form letter(s) by Carrier; prepare change of address records; issue appropriate internal communication for change to coverage or for termination of same.
    •  Contact customers (follow-up with outbound call) in order to respond to inquiries that were not resolved or to notify Policy Holder of investigation results in response to questions or issues.
    •  Check to ensure appropriate changes are made to resolve Policy Holders’ problems.
    •  Determine charges for services requested, review terms and conditions under which coverage, payments, and/or claims can be made.
    •  Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
    •  Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes and implement corrective action.
    •  Recommend improvements in processes, service, or methods and procedures in order to prevent future problems.
    •  Refer unresolved customer complaints outside of department to designated departments for further investigation.
    •  Meet daily/weekly and quarterly quality and quantity requirements.
    •  Be an active team player across departments and attend necessary training and Customer Contact Service Team meetings.

    BASIC QUALIFICATIONS INCLUDING EDUCATIONAL REQUIREMENTS: 

    •  High school or equivalent diploma required. Associate Degree or higher preferred.
    •  2 years exp - Customer service experience in a high volume call center environment.
    •  Life/Major Medical/Medicare Supplement insurance experience highly desired.
    •  Must be detail oriented and able to follow complex procedures accurately.
    •  Proficient in Microsoft Word/Excel.
    •  Excellent customer service and professional phone skills required.
    •  Excellent oral and written communication skills required.
    •  Good organizational skills. Ability to type 40-50 wpm.

         

    Selman & Company is proud to be an Equal Opportunity Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex, age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law.

    This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Selman & Company is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason.