Customer Care Representative

Reliance Matrix

1d•$18•Hybrid

About The Position

The Customer Care Representative handles inbound call volume from our customers and business partners to assist with claim status and claim process, explanation of their policy/contract, and service inquiries. Representatives work closely with our callers to address questions and provide policy related information through building a professional rapport to address all levels of a customer’s inquiry. Reliance Matrix delivers employee benefits, absence management and workforce productivity solutions through the financial stability of a top-rated insurance carrier, the agility and innovative spirit of a Third Party Administrator (TPA), and the daily commitment of thousands of team members across America. Where larger competitors offer size, we inspire confidence and long term engagement through integration, reliability and dedication to providing customized solutions. Reliance Matrix innovates and provides technology-driven absence and benefit solutions that enable employees and employers to manage time away from work. We help employers attract and retain valuable human capital through thoughtful, inclusive benefit programs delivered with care. We bring top-tier regulatory knowledge and cutting edge technology to help optimize workforce productivity and compliance. We offer a seamless member experience customized to each individual’s need and event. We integrate our solutions and expertise with leading HR technologies to ensure accuracy, efficiency and a superior customer experience. We are a proud member of the global Tokio Marine Group, one of the oldest, largest and most respected insurance organizations in the world. In the business hierarchy, human capital is the most precious of assets. Reliance Matrix delivers comprehensive, integrated solutions and services to attract, protect and help optimize an employer’s work force in a changing, challenging world.

Requirements

High School Diploma, or equivalent, required. Relevant Associates Degree highly preferred
1-3 years of call center experience or equivalent customer service experience required
Ability to work any shift during hours of operations, 8:00 am – 7:00 pm EST, Monday – Friday required
Excellent verbal and written communication skills
Excellent problem-solving skills to handle customer problems in a timely and professional manner required
Financial Services or Insurance industry experienced preferred
Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required
Ability to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customers
Ability to multi-task and collaborate in a team-focused environment
Working knowledge in Microsoft Office Applications

Nice To Haves

Financial Services or Insurance industry experienced preferred
Relevant Associates Degree highly preferred

Responsibilities

Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants
Communicates complex information in terms callers will understand
Resolves a wide variety of questions and inquiries for our customers
Assumes ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract information
Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues
Follows up on customer inquiries when needed
Maintains established levels of productivity and quality standards within a fast-paced environment
Handles call volume and assigned service tickets/inquiries during assigned timeframes
Completes assigned tasks and any other duties as assigned when needed
Has developed broad specialized skills or is multi-skilled through job-related training and considerable on-the-job experience
Completes work with a limited degree of supervision
Likely to act as an informal resource for colleagues with less experience
Identifies key issues and patterns from partial/conflicting data
Problems typically are not routine and require analysis to understand
Takes a broad perspective to problems and spots new, less obvious solutions

Benefits

An annual performance bonus for all team members
Generous 401(k) company match that is immediately vested
A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
Multiple options for dental and vision coverage
Company provided Life & Disability Insurance to ensure financial protection when you need it most
Family friendly benefits including Paid Parental Leave & Adoption Assistance
Hybrid work arrangements for eligible roles
Tuition Reimbursement and Continuing Professional Education
Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
Volunteer days, community partnerships, and Employee Assistance Program
Ability to connect with colleagues around the country through our Employee Resource Group program