Customer Service Representative
Job Summary
As a Benefit Customer Service Representative, you will assist client members through the enrollment process and manage updates to their health care or pension plans. You will act as the primary point of contact for members via phone, email, and instant message. The role requires translating complex plan information into simple, understandable explanations while maintaining high standards of data privacy and professionalism.
Responsibilities
- Build rapport and respond to customer inquiries
- Handle health and pension plan updates
- Maintain accurate call and case documentation
- Ensure HIPAA and data privacy compliance
Required Skills
- Customer service orientation
- Effective communication skills
- Data privacy and confidentiality
- Complex information simplification
Job Details
Key Responsibilities:
• Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email, and instant message.
• Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls.
• Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements.
• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
• Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and to anticipate the future needs of the member.
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information.
• Maintain and document complete and accurate call and case notes in a professional manner.
• Regularly participate in team meetings and training.
• You will spend much of your time assisting customers.
• Perform other duties as assigned.