Customer Service Representative

3 months ago

Buffalo, United States OneBridge Benefits Full time

Who We Are:

OneBridge Benefits was founded in 2013 with the vision to create better technology to support account-based health plans. Fast forward to today and we continue to be in growth mode, as a premier healthtech company servicing over 250,000 participants with over 2 billion dollars in health accounts.

In becoming part of the OneBridge Benefits team you would be joining a group of bright, driven, and creative individuals. We have built an environment that creates opportunities for our people to serve greater roles within specialized teams as we never lose sight of the pursuit of individual passions. We strive to go above and beyond, and embrace open communication, collaboration, and flexibility to achieve our mission.

Check out our careers page for more information on the Company and our Core Values: onebridgebenefits.com/careers/

Your Opportunity with Us:

Our Customer Service Representative is part of our Customer Care Center and has an integral role in providing excellent customer service to our participants. This position may require flexibility in shift scheduling. Multiple shifts may be open for this position start as early as 8:00am EST and may end at 8:30pm EST.

A successful candidate would be ready to embrace the following key responsibilities:

  • Takes pride in providing each participant with a white glove custom experience
  • Timely resolve participant issues, complaints, and inquiries
  • Handle participant inbound and outbound calls by listening to participant needs and providing supportive solutions, along with capturing call log notes
  • Inform clients and employers about upcoming changes or situations that impact their accounts
  • Develop a thorough understanding of the Companys products and solutions to be able to guide callers through troubleshooting, navigating the company online portal and mobile applications
  • Communicate, coordinate and team with other departments when needed to assist with solving participant issues
  • Ability when the need arises to reprocess transactions within the system while on the phone with a participant
  • Process forms and adjustments as directed by the participant
  • Review and apply appropriate action to incoming documents from participants and employer groups
  • Help train new employees and thoroughly share our internal customer service policies
  • Analyze data, from reports and system information, to identify and resolve errors prior to final substantiation
  • Consistently maintain production standards based on metrics and processing goals
  • Meet or exceed quality standards for entered information

A strong candidate would have the following qualifications and skills:

  • Completed High school Diploma or equivalent
  • Six months of customer service experience in a healthcare related or social services setting, or a combination of experience preferred
  • Excellent written and verbal communication skills
  • Ability to listen to a customer issue with an approach that de-escalates the situation
  • High quality and accurate data entry skills
  • Strong attention to detail and highly organized
  • Individually driven as well as dedicated to working collaboratively with the team
  • Ability to meet all department goals to include accuracy and productivity
  • Strong analytical, problem-solving, and decision-making skills
  • Proficiency in Microsoft Office products
  • Flexibility to work additional hours as needed

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