Customer Service (Policy Owner Services) - Call Center

Insurance Administrative Solutions • Clearwater, FL

298d

About The Position

Insurance Administrative Solutions (IAS) is a third-party provider of comprehensive administrative solutions for our clients in the insurance industry. We offer a business process outsourcing solution that helps insurers optimize administrative workload, bolster their industry expertise, leverage emerging technologies, and streamline operations. With strong industry knowledge, we deliver value to our customers by providing compassionate customer service, efficient processing, and quality results. Here at IAS, we embrace the fact that great things are only accomplished by working as a team. We believe that all of our employees have valuable input no matter the level. Our highly collaborative team environment offers each of our employees a place where they can excel.

Requirements

• Ability to perform all essential duties satisfactorily.
• Communication skills: Ability to communicate well.
• Instruction following: Ability to follow written instructions.
• Documentation skills: Ability to document calls with accuracy and clarity of content.
• Adaptability: Ability to abruptly change tasks.
• Problem-solving and attention to detail skills are necessary.
• Reliability is extremely important.
• Typing speed: A rate of 40 WPM is preferred.
• Integrity: Honesty and respect for the company and its policies & procedures is required.
• Customer Service experience in an office setting required.
• Insurance background preferred.
• PC, Windows, Word experience preferred.
• Excel experience a plus.

Responsibilities

• Answer incoming Medicare Supplement calls in accordance with quality standards (call volumes vary from 10-100 daily) to provide information to agents/applicants/insured about the status of an application/policy or any other question they may have.
• Place outgoing calls to provide or obtain information.
• Document all calls while in progress. On-line call documentation program should be used.
• Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques.
• Understand and utilize all resources available to accomplish assigned tasks.
• Process customer requests using internal and client-mandated procedures.
• Produce correspondence to customers using approved letters. Fully document policy file or image system with all related material so as to leave a clear and concise audit trail.
• Efficiently process the 'Fast Five' (Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards).
• Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts.
• Arrive to work and return from breaks & lunch as scheduled. Because of the nature of the job function ('customer service'), punctuality and dependability are imperative.
• Must be willing and able to work overtime as needed.

Benefits

• Competitive compensation package
• Family-like environment
• Professional opportunities for career acceleration

What This Job Offers

• Job Type: Full-time
• Industry: Insurance Carriers and Related Activities
• Number of Employees: 251-500 employees