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Client Support Specialist

2 months ago

Clearwater, United States Insurance Administrative Solutions Full time

Company Overview: Insurance Administrative Solutions (IAS) is a premier provider of comprehensive administrative services tailored for clients in the insurance sector. Our business process outsourcing solutions empower insurers to enhance their operational efficiency, leverage cutting-edge technologies, and streamline their administrative tasks. We pride ourselves on delivering exceptional customer service, effective processing, and high-quality outcomes through a collaborative team environment.

Position Summary: The role of the Customer Service Representative involves delivering prompt and courteous assistance to clients, ensuring that service standards are consistently met or exceeded. This position requires the utilization of relevant policy forms, insurance regulations, and internal protocols to address inquiries and fulfill customer requests effectively.

Key Responsibilities:

  • Respond to incoming calls in alignment with established quality benchmarks, providing information to agents, applicants, and policyholders regarding their applications or policies.
  • Initiate outgoing calls to gather or relay necessary information.
  • Maintain accurate documentation of all calls in real-time using the designated online call documentation system.
  • Redirect misdirected calls to the appropriate personnel or departments, employing approved transfer techniques.
  • Utilize all available resources to complete assigned tasks efficiently.
  • Process customer requests in accordance with internal and client-specific procedures.
  • Generate correspondence to clients using standardized templates, ensuring thorough documentation in the policy file or imaging system.
  • Engage in open communication with supervisors and team members to guarantee accurate information dissemination and prevent redundant efforts.
  • Adhere to scheduled work hours and break times, as punctuality and reliability are critical to the customer service function.

Qualifications: To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. Required skills include:

  • Strong communication abilities.
  • Capability to follow written instructions accurately.
  • Proficiency in documenting calls with clarity and precision.
  • Flexibility to adapt to changing tasks.
  • Problem-solving aptitude and attention to detail.
  • Dependability and reliability.
  • A typing speed of 40 WPM is preferred.
  • Integrity and respect for company policies and procedures.

Education and Experience: A background in customer service within an office environment is required, with a preference for candidates with insurance experience. Familiarity with PC applications, including Windows and Word, is preferred, while knowledge of Excel is a plus.

Benefits:

  • Comprehensive Medical, Dental, and Vision coverage starting the first of the month following the hire date.
  • 401(k) plan with immediate vesting of company matching contributions.
  • 15 days of paid time off after 90 days of employment.
  • Employee referral program.
  • 11 paid holidays annually.
  • Employee Assistance Program.
  • Tuition reimbursement opportunities.

Work Schedule: This position typically follows a Monday to Friday schedule with a 37-hour work week.

IAS is committed to fostering a diverse and inclusive workplace.