Customer Operations Spec
About The Position
VGUL Team is the primary contact for internal and external clients and responsible for ensuring the clients' needs are met by the Employee Benefits Solutions Administration and Customer Service Dept. Clients of the VGUL team are defined as Group Employer contacts and Internal Business Partners. Responsibilities Include But Not Limited To: Serves as the single point of contact for several Group Employer Clients, Group Client Relationship Advisors, Employee Benefits Solutions Department and Individual Insureds. Responsible for the intake, research and resolution for complex errors and inquiries within the Employee Benefits Solutions business processes. Responsible for high-level processing requirements including complex status changes, file processing updates, billing and implementation support. Act as a resource for processing teams.
Requirements
- Understanding of each team’s processes and procedures (Group Billing, Individual Billing, Contract Administration, Projects and Implementation, Portability and Conversion, Support Services).
- Understanding of all products offered within division.
- Strong attention to detail to ensure accuracy in creating system records, researching account problems and performing detailed calculations.
- Detailed understanding of client specific processes.
- Ability to identify process and procedural gaps to improve the customer experience.
- Collaboration with teams across the organization and upstream and downstream partners.
- Communication and human relation skills to effectively interact with associates and leadership, service clients and insureds, and interact with department, division, and corporate partners to meet customer needs and expectations.
- Ability to work independently, research situations, and make quality decisions with minimal direction in a fast paced and quickly changing environment.
- Organization and planning skills to prioritize work and adjust to ongoing changes in systems and/or procedures.
- Comfortable navigating ambiguity.
Nice To Haves
- Background or understanding of finance principles and/or regulatory compliance requirements.
Responsibilities
- Serves as the single point of contact for several Group Employer Clients, Group Client Relationship Advisors, Employee Benefits Solutions Department and Individual Insureds.
- Responsible for the intake, research and resolution for complex errors and inquiries within the Employee Benefits Solutions business processes.
- Responsible for high-level processing requirements including complex status changes, file processing updates, billing and implementation support.
- Act as a resource for processing teams.
Benefits
- Paid time off
- Leave programs (parental leave, caregiver leave for family members, bereavement and military leave)
- Nine company paid holidays
- Company-funded pension plan
- 401(k) retirement plan with company contribution
- Medical coverage
- Dental coverage
- Vision coverage
- Volunteer paid time off
- Dollar-for-dollar matching gift program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
