Summary: Process inbound calls (in English and Spanish) that require the handling of enrollment, claim filing, cancellation requests and/or explanation of the products and benefits.
Quality, responsive service is paramount. Determine and provide the appropriate level of assistance that will promote customer satisfaction. Redirect calls to appropriate area as situations warrant. Skillfully employ tact and diplomacy in dealings with callers.
Effectively and efficiently ask the appropriate questions to identify the product the customer is enrolled in and provide service for that product.
Be able to thoroughly review plan benefits with the customer. Be prepared to process cancellation requests using department Cancellation Procedures. Be able to respond to customer questions regarding claims. Be familiar with the products offered by our clients and know what references to consult, if necessary, to assist inbound callers. Actions will include research, problem resolution, and follow-up.
Be able to properly document activity on customers' records stored on the computer system and disposition calls on the phone system.
Determine the proper correspondence to be sent if necessary.
Authorize refunds based on department guidelines.
Process on-line inbound enrollments. Take inbound verbal enrollments using data entry screens and scripts.
Miscellaneous job duties or special projects as assigned.
customer service office omaha jobs
Central States Indemnity