· Acts as the primary liaison with customer in solving problems related to the application process and service.
· Communicates clearly and professionally with the customer by telephone and/or written correspondence regarding all aspects of claims process.
· Educates and informs the customer by telephone, written correspondence and/or claims system about the documentation required to process a claim, required time frames, payment information and claim status.
· Enters verbal and written application information that meets both the internal and external customer's requirements accurately into the claims management system.
· Assigns new claims to the appropriate claims handler.
· Directs customer calls to the correct person at all locations.
· Participates in and maintains a quality service culture within the Customer Service Team.
· Attendance during scheduled work hours is required.
· Performs other duties as assigned.
· Supports the organization's quality program(s).
· When applicable and appropriate, consideration will be given to reasonable accommodations.
SKILLS:
· Knowledgeable in disability plan eligibility, coverage and benefits
· Good customer service skills
· Excellent oral and written communication, including presentation skills
· PC literate, including Microsoft Office product
· Strong organizational skills
· Good interpersonal skills
· Ability to work in a team environment
· Ability to meet or exceed Performance Competencies
EDUCATION & EXPERIENCE:
· High school diploma or GED required.
· One (1) year customer service experience or equivalent combination of education and experience preferred. Experience in an inbound call center preferred.
LANGUAGES:
· English (Speak, Read, Write)
· Portuguese (Speak, Read, Write)