(Non-IT) Customer Service - Member Care Representative III

Pyramid, Inc

Home, CA

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Analysis Skills, Best Practices, Billing, Business Practices, Call Centers, Communication Skills, Customer Support/Service, Data Management, Documentation, Identify Issues, Insurance, Interpersonal Skills, Leadership, Multilingual, Performance Management, Policy Development, Presentation/Verbal Skills, Process Improvement, Systems Administration/Management, Technical Support, Work From Home

LOCATION

Home, CA

POSTED

25 days ago

Immediate need for a Call Center Representative with experience in the financial / corporate / insurance Industry. This is a 2 month contract opportunity with long-term potential located in work from home. Please review the job description below: Job ID: 20-25961 Key Responsibilities: Answers moderately complex to most 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. Responsible for using 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 an experienced level. Provides solutions and uses a structured thought process to achieve results while balancing customers’ needs with company guidelines. Will be required to take overflow of complex calls. Acts as the official "back-up" to the complex segment when volumes and coverage dictate. Provides process and performance improvement recommendations; assists peers regarding service and policy issues. Is fully cross trained on all available product lines for the business unit. May act as a subject matter expert to assist other associates. Subject matter expert activities may include, but are not limited to; peer assistance in training classrooms, on floor assistance for new hires, project input/feedback, adhoc requests from leadership, etc. Some positions may require bilingual skills. Some positions may require knowledge and use of two platforms. Key Requirements and Technology Experience: Education: High school studies; some undergraduate studies preferred. Experience: Meets minimum experience level for Member Care Representative II. In addition, typically eight months of moderate training and experience; successful demonstration of moderate experience and performance. Knowledge: Knowledge of general business practices and terminology. Maintains a current understanding of insurance and customer service concepts. Mastery of foundational call skills including Nationwide billing and billing systems, Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Comprehensive understanding regarding moderate call functions. Is fully cross-trained on all insurance products for the business unit. Skills/Competencies: Strong verbal and interpersonal skills to communicate technical insurance and billing information to policyholders, agents, third parties, and peers. Analytical skills to analyze billing information. Requires strong multi-tasking and computer navigational skills. Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors. Our client is a leading financial / corporate / insurance organization and we are currently interviewing to fill this and other similar contract positions. Qualified candidates should apply today for immediate consideration. #PROF

About the Company

Pyramid, Inc

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