Customer Service Representative

About This Role

This role involves providing exceptional customer service by accurately interpreting contract benefits, handling claims, and documenting all interactions for policyholders, agents, and providers in a professional and timely manner.

Responsibilities

• Interpret contract benefits accurately to policyholder, agents, and providers with a positive and professional approach
• Provide claim status to policyholders or providers with a positive and professional approach
• Answer calls as required by company policy in a helpful, professional, timely manner
• Place outgoing calls as needed to provide or obtain information
• Document (written/on-line) all calls while in progress
• Transfer calls to employees in other departments as required to meet customer needs
• Fully document policy file or imaging system with all related material so as to leave a clear and concise audit trail
• Actively participate in cross training and group training sessions to maximize team efficiency and maintain or exceed service standards
• Communicate openly with Supervisor, Team Lead and other team members to ensure accurate responses and avoid duplication of efforts