Customer Service Representative

AmeriLife•Overland Park, KS

13d•Onsite

About The Position

AmeriLife Benefits, a division of AmeriLife Group, LLC, is a national leader in the employee benefits market. We provide employee, executive, and retirement benefit solutions in addition to administrative services, through our affiliates, Benefits Direct, Blue Chip Benefits, Taylor & Sons Insurance Agency, and National Insurance Marketing Brokers, LLC (NIMBL). Our customized plan solutions, engaging employee communication and enrollment services, leading-edge platform for group billing, eligibility management, and pre-tax account administration help increase competitiveness, reduce costs, and streamline the administration of benefits programs. The Tier 1 Call Center Customer Support team includes the Customer Service Representative position, which serves as the main interface with participants from our client groups. The primary responsibility of this role is to handle incoming calls and customer service inquiries, providing guidance, information, and prompt solutions to any issues our customers may encounter. The Customer Service Representative serves as a liaison, ensuring accuracy and efficiency in resolving customer problems. We are seeking an ideal candidate who is a confident problem solver, capable of advocating for our customers when needed.

Requirements

Qualified candidates must handle detail-oriented work with strong problem solving or critical thinking skills
Must have the ability to multi-task and adapt as issues arise
Ability to independently prioritize workload
Basic knowledge on PHI and HIPAA
Basic computer knowledge with experience and proficiency in Microsoft Excel
excellent verbal and written communication skills for business correspondences
Analytical skills
Customer focus
must be willing to work in an office-based setup
Team player with a positive attitude!

Nice To Haves

College degree or completed coursework – preferred
Insurance, banking and/or customer service background – preferred
Familiar with CRM system – preferred
Licensed Life and Health Agent – preferred and Bilingual a plus

Responsibilities

Ability to handle inbound service calls and daily responsibilities in serving various customer needs that include:
Displays expertise in product and service knowledge; understands and adheres to company policies and procedures.
Supporting the company's core values and basic principles.
Listens attentively to customers to address issues or questions responsibly
Update benefits information into our proprietary administration system, following client’s process and procedure
Transfers the customer to the appropriate department, as needed.
Handle incoming calls to provide customers with accurate information about their employee benefits, provide technical support, and assist customers with other benefits-related concerns.
Help in assisting client claim submissions on flex spending accounts and insurance policies with various carriers.
Addressing and resolving customer issues as they arise.
Assisting new business and billing departments with client groups post enrollment closing.
Working effectively within the CSR team and other department teams inside the organization.
Conducting job duties in a manner that promotes the highest level of customer service to both internal and external customers.
Supporting the company's core values and basic principles
Performing other job-related duties and special assignments, as needed.
Office administration and related customer services work.