Contact Center - Customer Service Representative, Contact Center
About The Position
This job provides customer service in a call center environment by primarily receiving and responding to telephone inquiries from policyholders, beneficiaries, providers, agents, or others for information concerning insurance policies. Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years, focusing on long-term care and Medicare Supplement plans, as well as accident & health, disability, and supplemental health insurance programs. Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner, supported by dedicated associates, innovative solutions, and state-of-the-art technology.
Requirements
- High school diploma or general education degree (GED); and six months related call center experience and/or training.
- Collaborative team spirit.
- Accountable and able to work remotely and independently.
- Able to pass background screening and drug tests pre and post hire – includes THC
- Verification of high school, GED, or college diploma upon request.
- Timely responses from three professional references.
- Able to provide a dedicated remote work location free from background noises, interruptions, and desk clutter.
- Able to provide an ongoing reliable internet connection and access to a smart phone for Multi Factor Authentication and communication purposes.
- Accurately entering data via Windows-based environment
- Intermediate computer skills
- Knowledge use of basic math and English spelling and grammar skills
- Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Customer Service, Integrity/Honesty, Oral Communications, Motivation, Organizational/Planning/Organizing
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs.
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Nice To Haves
- Associate’s degree
- Experience with Long Term Care Insurance preferable in a Call Center setting
- 2 years related call center and customer service experience
Responsibilities
- Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third third-party administrator clients to include Medicare Supplement and Life Policies.
- Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards.
- Provides service and follow-up on insurance questions by researching company records to obtain information requested by customer, performing routine transactions, and retrieving results from an online terminal.
- Maintains working knowledge base of all company products and services.
- Complying with company regulations regarding Privacy, confidentiality, and private health information.
- Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution.
- Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities as necessary.
- Ability and Flexibility to work various shifts as required.
- Able to type speed of 30 wpm with 95% accuracy rate.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
