Customer Service Associate
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About The Position
The Customer Service Voluntary Benefits Associate will provide call center functional and or technical support for a Voluntary Benefits client. This role involves handling customer service inquiries via telephone and or email and performing a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits. The associate will support the resolution of customer problems, incidents, issues, requests, and queries, liaising with other support teams or product teams as required to resolve requests and issues in a timely manner. Proper documentation, notification, escalation, tracking, and follow-up of all incidents is essential. The role also includes managing incoming telephone calls, emails, and or faxes for Voluntary Benefits, utilizing resources and tools to accurately respond to customer inquiries, and following all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency. The associate must be able to learn and be proficient with the client’s incident management and knowledge management tools, client information systems, and service desk procedures. Demonstrating an understanding of the customer’s business needs and maintaining high customer satisfaction ratings is crucial. The associate may perform follow-up on incidents with customers to ensure customer satisfaction and may support reporting functions providing end-of-day status, data for weekly status reports, etc.
