Customer Service Associate III

Job Summary

This position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional and accurate manner and resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.

Responsibilities

• Inputs and tracks into the appropriate databases.
• Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tool.
• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer s part and updates as warranted
• Working knowledge of insurance policies and related processes and procedures.
• Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller s situation.
• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
• Resolve routine, complex, and unique questions/issues.

Requirements

• High School Diploma or GED (Preferred)
• 0-2 years experience (Preferred)
• This job does not have supervisory duties.
• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Skills

• Consumer Protection
• Customer Data Management
• Performance Management (PM)
• Relationship Building
• Stakeholder Relationship Management

Shift Time

Shift C (India)

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