Customer Service (Policy Owner Services) - Call Center

Insurance Administrative Solutions•Clearwater, FL

6d•Onsite

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. Job Summary: Provide prompt, courteous customer service, which meets or exceeds service standards. Utilize applicable policy forms, insurance law and internal procedures to answer inquiries and process requests from customers. Thoroughly document telephone calls, changes and written correspondence.

Requirements

High school diploma or GED equivalent
Insurance background preferred
Up to 2 years of proven customer support experience
Strong phone contact handling skills and active listening
Familiarity with Microsoft Office products
Ability to adapt and respond to different types of people and tasks
Excellent communication and documentation skills
Ability to multi-task, prioritize, and manage time effectively and efficiently
Reliable transportation and the ability to be punctual and dependable
May have agent license but no active appointments

Responsibilities

Answer incoming Medicare Supplement calls in accordance with quality standards to provide information to agents/ insured about the status of a policy or any other question they may have.
Place outgoing calls to provide or obtain information.
Document all calls while in progress using the online documentation program.
Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques.
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 to leave a clear and concise audit trail.
Efficiently process the 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.