Job Description

The Customer Service Representative essential functions include aiding clients with service needs. This position is responsible for assisting customers with service issues, processing new applications, changes, and cancellations. This position will support the Individual, Agri-Business Group Benefits, and Medicare Account Managers.

Responsibilities

• Handle customer inquiries as appropriate and/or takes and delivers accurate phone messages, with call back numbers, area codes, and names legibly written and promptly relays messages to the proper person.
• Handles direct-billed call-in payments. Verifies coverage status, processes as appropriate, and provides receipt in accordance with agency standards.
• Generates documents and produces correspondence to satisfy customer service requests or to provide automated information, as needed by customer or requested by Account Manager.
• Processes policy changes to insurance carriers as directed by Account Manager or Sales and follows-up to ensure accurate and timely resolution.
• Verifies policy change information for accuracy, prepares for delivery to customer; makes corrections as needed.
• Renews policies in agency electronic files, verifies each renewal's accuracy, prepares renewal letter for delivery to customer; makes corrections when necessary.
• Assists Account Manager with claim follow up, checking on prompt response from carrier staff and claims status, according to agency standards.
• Research claims and billing inquiries for clients upon request. Facilitates prompt response from carrier staff and follows up on claim status as needed.
• Uses an automated workflow system to process work and follow up on outstanding items. Reviews Workflow tasks on daily basis according to agency procedure.

·        Process applications for new business.

·        Documents service issues with client. Document conversations and follow-up on problems with clients.

·        Update computer system with changes to existing records including but not limited to adding new dependents, address changes, and update corresponding billing,

·        Note cancellation of coverage due to age, change in family status, divorce, etc.

·        Reviews Suspense (diary) on scheduled basis.

·        Maintains and updates electronic files, following agency standards.

·        Processes incoming mail requests.

·        Determines reasons for requests for cancellations; notifies agent/producer(s) according to agency standards.

·        Assists or completes other tasks and special projects as assigned.

·        Keep all technology systems up to date with proper documentation.

PERSONAL AND ORGANIZATIONAL DEVELOPMENT

• Sets priorities and manages workflow to ensure efficient, timely and accurate
• processing of transactions and other responsibilities.
• Maintains a cordial and effective relationship with customers, co-workers, carriers, vendors and other business contacts.
• Interacts with others effectively by utilizing good communication skills; cooperates positively and provides information and guidance, as needed to contribute to the business efforts of the agency.
• Keeps informed regarding industry information and technology to continuously improve knowledge and performance.
• Participates in seminars and classes for skill and knowledge development.

Requirements

• High School diploma or equivalent, computer keyboarding skills, effective communication skills, friendly and outgoing personality, organization skills and ability to respond to requests effectively and efficiently.
• Ability to communicate orally and in writing with others to explain complex issues, receive and interpret complex information, and respond appropriately.
• Ability to understand written and oral communication and interpret abstract information.

·        Excellent oral and written communication skills.

• Strong analytical and problem-solving skills.
• Proficient in Microsoft Excel and Word.

·        Ability to perform 70% sedentary work, exerting up to 10 pounds of force occasionally and exert negligible force frequently or constantly to move objects, including the body. May be asked to exert up to 20 pounds of force periodically, as needed.

·        Field of vision must be adequate to observe up and down or right to left while eyes are fixed on a given point.

·        Ability to process written and other materials visually. 

·        Physical efforts required include fingering, repetitive small motor activity, grasping, verbally communicating detailed and important information to others quickly and accurately, stooping, reaching, standing, lifting light objects less than ten pounds frequently, and climbing occasionally.

·        Requires ability to receive detailed information through oral communication, perceiving the nature of sounds with no less than a 40 dB loss at 500 Hz, and 2000 Hz without correction.