Financial Services
Level 12
Remote: Hybrid
Local: Yes
VISA: Must be authorized to work in the US. We will not sponsor any Visa extension.
MUST HAVE: 1. Customer Service Experience in Call Center 2. Able to work a shift between 7am and 8pm CST. 3. Excellent written and verbal communication skills
NICE TO HAVE: 1. Voluntary benefits experience 2. Experience in the medical or insurance field 3. De-Escalation skills

? Handles customer service inquiries via telephone and or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits.
? Will support the resolution of customer problems, incidents, issues, requests, and queries
? Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner
? Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
? Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits
? Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency
? Able to learn and be proficient with client s incident management and knowledge management tools, client information systems, and service desk procedures
? Demonstrates understanding of the customer s business needs as trained and maintains high customer satisfaction ratings
? May perform follow up on incidents with customers to ensure customer satisfaction
? May support reporting functions providing end of day status, data for weekly status reports, etc.

Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.