Customer Service Representative
2 weeks ago
**FedPoint** is currently hiring **Full**-Time Customer Service Representatives**. Join our dynamic team and become an essential part of our commitment to providing outstanding service to Federal Long-Term Care Insurance Plan (FLTCIP) customers and Federal family members.
- Start date: Friday, July 19, 2024._
- Full-Time hours: 40 hours per week Monday - Friday Must be available between the hours of 8am and 7pm Eastern Standard Time. Shifts vary throughout the week._
**_ Training hours for the position are Monday-Friday from 8:30am
- 5:00pm EST _**_beginning the week of July 22nd_**_. This training is anticipated to run for a full 3 weeks (must be able to attend the full day trainings.)_**
- Equipment is provided by FedPoint including laptop, two monitors, mouse, keyboard, headset, docking station and hardware security key._
The compensation range for new hires is $17.87 to $21.00 per hour, with the final rate being determined by the individual's call center experience.
To be considered for fully remote employment, you must reside in the following states: AZ, CT, FL, GA, ME, MD, MA, MS, NH, NC, SC, TN, VA
**Responsibilities**:
- Respond to a variety of service telephone inquiries, processing transactions based on customer requests.
- Research and resolve complex issues using administrative and peripheral systems.
- Stay informed about organizational changes, new legislation, plan enhancements, and system releases.
- Assist with special projects and duties as required.
**In-Bound Telephone Inquiries**:
- Address billing methods, underwriting requirements, plan change procedures, account reconciliation, and reinstatement procedures.
- Update account information per caller's request.
- Document customer interactions with confidentiality under HIPAA guidelines.
**Claims Related Inquiries**:
- Answer in-bound telephone inquiries supporting Care Coordination and Claims Administration.
- Initiate out-bound calls to address researched Claims Administration issues.
- Secure information requested by Care Coordinators with confidentiality.
**Requirements**:
- To be considered for fully remote employment, you must reside in the following states: AZ, CT, FL, GA, ME, MD, MA, MS, NH, NC, SC, TN, VA
- 6+ months of high-volume call center experience or 2+ years of related customer service experience
- Proficiency in Microsoft Outlook, Word and Teams.
- Ability to navigate through multiple systems while attending a call.
- Must receive Long Term Care certification within 9 months of employment.
- Internet Connectivity requirements: A minimum of 25 megabytes internet access from a cable provider is required. Call Center Teleworkers are required to utilize a hard-wire connection from their internet modem to their laptop. Wireless connections are prohibited for Call Center Teleworkers.
- Must be able to attend the training hours listed in this ad
**Skills, Knowledge, & Competencies**:
- Basic knowledge of insurance products preferred.
- Prior experience with a customer service system navigating multiple screens on 2+ monitors is a plus.
- Excellent interpersonal and telephone communication skills.
- Ability to work independently and collaboratively in a high call volume call center.
- High degree of tact, diplomacy, confidentiality, and professionalism.
**Why Join Us?**
Our mission is to grow and modernize insurance and benefits programs for federal agencies, military service organizations, insurers, and other select clients and partners by providing customized administrative services, well-designed and secure platforms, and an exceptional experience for customers.
At FedPoint, we offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your customer service skills and advancing your career.
In addition to working for a company with great people and an excellent reputation, **_what’s in it for you_**?
- ** Advancement opportunities** through a formal call center career track.
- Generous **_401k plan_**: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
- Lots of **_paid time off_**:_ _**3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays
- **_ Competitive benefits_** include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
- 6 weeks fully-paid **_parental leave_**:
- **_ Tuition reimbursement_** program to support career goals.
- Corporate **_giving and matching_** gifts program.
- **_ Volunteer program_**: Paid time off to volunteer and company-organized volunteering opportunities.
- A wide variety of personal, professional, and **_career development programs._**:
- Comprehensive **_wellness program_** offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.
**_
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