About The Position
The Customer Service Representative (CSR) provides exceptional service to insureds, carriers, and partners by responding to inquiries and resolving issues related to coverage, claims, billing, and account information. The CSR handles both inbound and outbound customer interactions to ensure needs are met accurately, efficiently, and with empathy. This role contributes directly to customer satisfaction, retention, and the overall success of the Affinity Customer Service team. Collaboration, teamwork, and strong communication within the team are key to success.
Requirements
- High School diploma or equivalent
- 1 to 2 years of customer service experience ideally in a call center or similar environment.
- Strong technical aptitude with ability to manage and transition between multiple systems, applications, and communication channels throughout the workday.
Nice To Haves
- Insurance, healthcare, or financial services industry experience preferred.
- Life & Health license (IL) preferred but not required.
Responsibilities
- Respond to inbound calls, emails, and other inquiries from customers and carriers in a professional, courteous, and timely manner.
- Place outbound calls as needed to follow up on customer inquiries, resolve outstanding issues, or provide updates.
- Maintain accurate and complete customer service notes and documentation in the CRM system.
- Process client requests, policy changes, and updates received via phone, mail, or email.
- Identify opportunities for process improvement and communicate recurring issues or suggestions to the Team Lead or Supervisor.
- Follow established procedures to ensure compliance with company, client, and regulatory requirements, including HIPAA.
- Meet or exceed individual performance goals related to SLA, quality, and customer satisfaction.
- Participate in ongoing training to maintain up-to-date knowledge of products, procedures, and systems.
- Collaborate effectively within the team by sharing information, assisting peers, and contributing to a supportive and communicative environment.
- Support departmental initiatives, quality reviews, and process enhancements.
- Uphold a positive and professional demeanor that reflects the organization’s customer-centric culture.
Benefits
- Equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
