Customer Service Representative II (Remote)
About The Position
This role supports customer experience goals and meets or exceeds expectations for routine and specialized sales, claims, and service support for AMA physician and Third Party Administration (TPA) business lines. Responds to inbound and written correspondence for all insurance products offered by AMA Insurance, and TPA Business lines in a manner that will retain current certificate holders, increase our customer base and promote AMA membership. Engages callers to build and maintain a strong reputation and forge a lasting relationship. Achieves exceptional results for our customers and colleagues.
Requirements
- High school diploma or equivalent education required.
- Minimum of 2+ years’ experience in life or health insurance required.
- Demonstrated experience working in a high-volume customer service call center.
- Excellent telephone skills including proper telephone technique, multitasking skills, and ability to control the call.
- In-depth understanding of customer service and premium billing transactions required.
- Demonstrated experience handling customer issues, including technical and financial related issues.
- Excellent verbal and written communication skills with a high level of professionalism.
- High level proficiency with call center systems, telephony platforms, and personal computers.
- Advanced proficiency in Microsoft Office Suite (Word, Excel, Access, PowerPoint) and database systems.
- Ability to provide technical support for online tools, systems, and customer-facing platforms.
- Strong business process skills, including the ability to document, monitor, and improve workflows.
- Excellent planning, organization, and time management skills with the ability to manage multiple priorities in a fast-paced environment.
Nice To Haves
- Health or Life insurance license preferred.
- Strong knowledge of insurance products, benefits administration, or third-party administration services preferred. Health insurance knowledge preferred.
Responsibilities
- Answer all inbound calls in accordance with Department standards and monitoring guidelines.
- Provide information regarding benefits, eligibility, plan provisions, premium billing, customer conservation, cross selling and upselling for all insurance plans.
- Identify and escalate priority or problem issues. Follow up on customer calls when necessary. Create opportunities to transfer callers to partners for telesales opportunities.
- Respond to all correspondence within department standards for quality, productivity and timeliness.
- Meet or exceed production standards by processing changes to our Administration System, including personal and coverage information and send confirmation documents to the caller when needed.
- Handle integrated sales, claims, and service interactions across AMAI insurance plans.
- Answer and resolve inquiries regarding technical details including benefits, eligibility, plan provisions, premium billing, and certificate changes.
- Demonstrate strong problem-solving skills when resolving complex or escalated customer issues.
- Support business operations through participation in special projects as assigned by the Customer Service Supervisor.
- Contribute to process improvements and operational efficiencies.
- Assist in documenting workflows and service processes to support consistency and quality.
- May include other responsibilities as assigned
Benefits
- Employees are also eligible to participate in an incentive plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
