2965-Insurance CSR

2965-Insurance CSR

eTeam Workforce Pte Ltd
Not Specified
Not Specified

Job Description



Job Description

CL 11
. Graduate of any college degree or holds a High School Diploma with at least twelve (12) months of work experience
. Minimum of twelve (12) months Contact Center experience preferably in a customer service-facing role
. Excellent written and verbal communication skills in English. Must pass Berlitz B2 or Versant score of 58 and above or equivalent B2 proficiency level from other language proficiency assessment (LPA) process following the Common European Framework for Reference (CEFR) for English Language upon hire
. Excellent computer navigation and data organizational skills with ability to learn new systems, tools, applications
. Strong customer service focus:
. Ability to empathize and prioritize customer needs
. Strong active listening and probing skills
. Good understanding of phone etiquette and call handling techniques
. Strong documentation skills/written communication skills
. Critical thinking skills or ability to gather and analyze facts/data to make a decision from judgment
. Ability to multi-task: effectively rotate concentration smoothly and entirely from one activity to another
. Strong attention to detail and time management skills
. Manages incoming telephone calls, emails, and/or faxes for the following lines of business (LOB):
. Life Insurance (LI) - services include Enrollment Support, Web Support, Medical Underwriting Inquiries, Account Maintenance, Billing, Continuation Options and Benefit Administration Support
. Disability Insurance (DI) - services include Web Support, Claim Intake (Disability and FML), Absence Reporting (FML), Claim Maintenance (Extension, Dr Info, etc.), Claim Payment Inquiries (STD/LTD), Claim Approval Status
. Responds to customer inquiries with timely and accurate information
. Follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency
. Utilizes resources and tools to accurately respond to customer inquiries
. Uses available resources to understand contractual and regulatory compliance requirements and reports suspected compliance issues on the day of discovery to a Team Lead, Manager, and/or the Compliance Department and
. Responsible for reporting known or suspected data disclosures or fraud on the day of discovery to a Team Lead.

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