Customer Service Rep

Location: Matawan
Posted on: November 11, 2024

Job Description:

Provides a high level of Customer Service and customer retention through a thorough knowledge of all benefit programs offered, client base, and systems.

Exhibits excellent communication skills, listening skills, ability to handle all types of clients, ability to pivot an account to the best plan available, and good written skills.

Maintain a working knowledge of all operations in the department.

Responsible for the entry, maintenance and organization of all USI Affinity and Carrier online customer/policy information which is required to properly service and administrate policies and procedures within the Individual Benefits Service Center for the purpose of maintaining the Association and Union clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Available and able to handle all inbound and outbound client calls, including determining the nature of the call, documenting, researching, taking all necessary actions, completion of forms, and following

up as needed.

Contributes to the overall customer service established phone goals for Average Speed of Answer and Abandonment Rate.

Attains and keeps current with the knowledge and skills required to provide information, service and assistance in response to telephone and written inquiries received.

Processes all incoming work volume within the established goals and parameters.

Reviews pending issues for assigned clients to ensure completion and necessary follow up on open items with an acknowledgement within 24 hours and follow up/resolution within 3 business days.

Assists with accounting related tasks such as: Contact clients with delinquent and non payment

accounts to obtain payment, billing discrepancies reports, and correcting billing errors.

Assists assigned AEs/sales producers when out of the office with client issues and other sales support

tasks.

Supports assigned team in new business case implementation and/or existing customer changes, including assistance as needed with set up of ancillary accounts.

Makes Outreach calls to assist a new client through their transition to USI. Contact proactively for renewal and retention of all assigned accounts.

Follow up with clients requesting cancellation and provide monthly report of said accounts including why cancellation occurred.

Attain thorough knowledge of all assigned clients, including key contacts within a

company/association, product lines and processing procedures.

Make scheduled courtesy calls to assigned accounts.

Work with customers and carriers to resolve claims issues for assigned clients.

Consult with assigned clients on annual open enrollment renewal on options available

and alternative carriers.

Maintains good communication and rapport with carriers.

Advises Management of escalation/system issues affecting retention and service levels.

Remains current in knowledge of all regulations such as COBRA, HIPAA, Regulation 60

Replacement, etc.

Performs on the job training of new employees as assigned.

Keywords: , Passaic , Customer Service Rep, Administration, Clerical , Matawan, New Jersey