Service Center Assistant

·         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)

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