Customer Service Representative - Call Center

Integrity Marketing Group•Clearwater, FL

About The Position

Insurance Administrative Solutions (IAS), an Integrity partner headquartered in Clearwater, Florida, is a third-party administrator that provides business process outsourcing for insurance carriers. Founded in 2002, IAS administers policies for insureds across the United States. The Customer Service Representative provides prompt, courteous service that meets or exceeds service standards. The role uses applicable policy forms, insurance law, and internal procedures to answer inquiries and process customer requests, while thoroughly documenting calls, changes, and written correspondence. The position handles Medicare Supplement calls and related policy administration tasks, including processing changes and requests according to internal and client-mandated procedures. Integrity describes its work environment as family-like and career-oriented, with professional opportunities and a competitive compensation package that includes benefits. Integrity is an Equal Opportunity employer and provides reasonable accommodations for qualified individuals with disabilities.

Requirements

High school diploma or GED equivalent.
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 multitask, prioritize, and manage time effectively and efficiently.
Reliable transportation and the ability to be punctual and dependable.

Nice To Haves

Insurance background preferred.
May have an agent license, but no active appointments.

Responsibilities

Answer incoming Medicare Supplement calls in accordance with quality standards, providing agents and insureds with policy-status information and answers to other questions.
Place outgoing calls to provide or obtain information.
Document calls while in progress using the online documentation program.
Transfer or refer misdirected calls to the appropriate individual, department, or outside office using approved techniques.
Process customer requests using internal and client-mandated procedures.
Prepare customer correspondence using approved letters.
Document policy files or image systems with related material to maintain a clear and concise audit trail.
Process bank changes, cancellation notices, death notices, address changes, and ID cards efficiently.
Communicate with the supervisor and team members to ensure accurate responses and avoid duplicated work.
Perform other duties as assigned.