Member Solutions Representative

3 months ago

Maitland, United States Alegeus Full time
Candidates will be required to attend in-person training in our Maitland, FL office for the first 4-6 weeks.

Start Dates: We are currently hiring through the remainder of 2024 and have multiple training classes planned for the following start dates:
  • 8/26/2024
  • 9/23/2024
  • 10/7/2024
  • 10/21/2024
  • 11/4/2024
  • 11/18/2024
  • 12/2/2024
Schedule: Monday through Friday 11:30am - 8:00pm EST (training schedule will be Monday through Friday 9:00am to 5:00pm EST for the first 4 - 6 weeks)

Compensation: $16.50 per hour plus a Variable pay (performance bonuses)

MISSION:

At Alegeus, we believe that when our clients succeed, we succeed. For that reason, our Member Solutions Representatives receive the necessary training and support to provide consistent and reliable white-glove service and interactions with each customer interaction. They are truly our front-line helping us build a world class support origination.

OUTCOMES:
  • Demonstrates the ability to independently handle challenging customer interactions with tact, professionalism, and minimal supervisory support
  • Excellent troubleshooting, decision making, and problem-solving skills.
  • Ability to multitask, adjust priorities, meet deadlines, and successfully operate in a fast-paced environment.
  • Solid interpersonal, verbal, and written communication skills
  • Ability to achieve and maintain established KPIs such as Quality, Average Handle Time, NPS/CSAT, and Schedule Adherence
ROLE-BASED COMPETENCIES:

The desired candidate should have direct experience with answering all incoming calls, Identify customer questions, complaints, concerns, and overall needs. Maintain professional relationships with customers through ongoing excellent customer service. Follow all communication procedures, policies, and guidelines during every customer interaction.

RESPONSIBILITIES:
  • Obtains caller information by answering telephone calls; authenticating account holders; verifying information
  • Research account and transaction records to resolve caller questions
  • Demonstrates the ability to independently handle challenging customer interactions with tact, professionalism, and minimal supervisory support
  • Adheres to regulatory oversight policies and procedures about caller interactions (providing correct and appropriate information, entering detailed notes on caller's record regarding the nature of the call, maintaining and respecting caller privacy)
  • Informs account holders about procedures related to use of services
  • Maintains and improves quality results by adhering to standards and guidelines as well as recommending improved procedure
  • Updates job knowledge by studying new product changes and system functionality; participating in educational opportunities
  • Apply general processing procedures, and specific guidelines to correctly process claims.
  • Review and interpret pending claims to determine the appropriateness of the claim status to take necessary actions within policy provisions.
  • Shift hours vary based on client accounts. Must be flexible to work any shift in the range of hours 8:00am-8:00pm ET Monday through Friday
  • All responsibilities for this role will be in service of the Outcomes listed above
EDUCATION/EXPERIENCE:
  • High School or GED
  • 1-2 years Customer Service Call Center experience preferred
SKILLS/KNOWLEDGE:
  • Strong organizational, analytical skills, and strong attention to detail.
  • Excellent troubleshooting, decision making, and problem-solving skills.
  • Solid interpersonal, verbal, and written communication skills.
  • Solid experience working with the Microsoft Suite including MS Excel
  • Ability to work well independently, and as a team member.
  • Proven ability to multitask, adjust priorities, meet deadlines, and successfully operate in a fast-paced environment.
  • Ability to follow through on and successfully execute tasks while adhering to specific quality standards.
VALUES (the "How")

At Alegeus, equally important to the "What" (the individual performance goals that each employee commits to in support of the company's overall success) is the "How" (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also consider individual delivery on our corporate values:
  • People First. We pride ourselves in bringing talented people together and treating one another with care. This means we assume best intentions and trust and respect each other. We lift our colleagues up, celebrate diverse perspectives and accomplish more together.
  • Partner Powered. We are committed to empowering our partners, knowing our success is shared and we win as one. We take this connection to heart-it's the spark that drives collaboration across teams and inspires us to continuously raise the bar with the products and services we deliver.
  • Always Advancing. We are driven by potential and relentlessly determined to achieve our goals. We thrive on the opportunity to get better every day and the thrill presented by new challenges. Our competitive edge lies in the clarity of our vision, confidence in the future and tenacity to deliver.


* Candidates must be able to provide reliable broadband internet connection (DSL, cable or fiber with 25 Mbps or higher) with ability to direct connect to router (wired) if negative call quality is observed when using wireless connection. Satellite, dial-up or personal hot spots are not allowed.

The above cited duties and responsibilities describe the general nature and level of work performed by an incumbent assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that a candidate may be expected or asked to perform.

#LI-JL1

#LI-Onsite

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

At Alegeus, being transparent about our compensation philosophy and approach is more than just a legal requirement. As our organization continues to grow and evolve, we have made a commitment to ensure that our compensation framework is equitable, data-driven, consistent, and unbiased, with allowable pay differences based on factors unique to each candidate (think: skills, experience, qualifications, etc.) in order to attract and retain a highly talented and committed workforce.

We are taking an "inside-out" approach to pay transparency by first educating our valued managers and internal workforce and then moving to publishing compensation ranges externally. In the interim, if you are a California, Colorado, Connecticut, Maryland, Nevada, New Jersey, New York, Ohio or Washington resident and this role is physically available in your state or classified as remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email identifying the title of the role you are interested in and the state you reside in to talentacquisitionteam@alegeus.com.

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