Claim Resolution Specialist-Bilingual English/Spanish
1 week ago
Responsibilities:
• Responding to customer escalations via phone calls, emails, and general inquiries on Voluntary Benefits claims.
• Providing excellent customer service and accurate information through incoming telephone calls, email correspondence, and text chats in a high-volume contact center environment.
• Taking ownership and accountability in handling customer requests efficiently, accurately, and professionally.
• Demonstrating the ability to analyze information to make appropriate decisions and solve problems while maintaining a pleasant phone experience for the caller.
• Navigating multiple system applications to research, analyze, and resolve requests, inquiries, and concerns.
• Maintaining established levels of productivity, service, and quality standards.
• Complying with corporate policies, regulatory standards, business processes, and procedures.
• Handling customer inquiries related to claim administration and benefit functions.
• Utilizing Microsoft Excel, Microsoft Word, and Microsoft Outlook for various tasks.
• Completing additional tasks and other projects/duties as assigned.• Proficient in both English and Spanish languages
• Excellent customer service skills
• Strong communication skills
• Proficiency in Microsoft Office Suite including Excel, Word, and Outlook
• Experience in training staff on procedures and policies
• Ability to research and resolve claims effectively
• Familiarity with email correspondence and management
• Experience in handling inbound and outbound calls
• Knowledge of 'About Time' software
• Understanding of benefit functions and claim administration
• Ability to maintain high productivity levels
• Knowledge of industry practices and policies
• Familiarity with cloud technologies
• Ability to build and maintain relationships with partners
• Experience in client relations and closing deals
• Familiarity with web applications
• No discrimination based on race, religion, sex, national origin, age, or disability.
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