Customer Care Associate I/II

USAble Life - Little Rock, AR (30+ days ago)3.5


Are you ready for a job where the work you do makes a meaningful difference in the lives of millions of Americans? In an environment that allows you to solve problems and help people at their time of greatest need? All while working for a leading insurance company, owned by and focused on serving one of the top brands in the US?

USAble Life is a profitable and growing organization that offers many of the industry’s best individual and group life, dental and disability insurance products.

Our customer care team is looking to add some new members. The right person for the job has a positive attitude and enjoys working on a team devoted to solving customer problems with a friendly and personal touch. We’re looking for candidates who are engaged, willing to listen and express empathy for our customers by getting their questions answered quickly. Our team is ambitious and passionate, and our work environment is relaxed and fun. In addition, we offer excellent benefits, including a generous 401(k) match and paid time off.

The right candidate understands the insurance field and how important insurance is to providing financial protection to our customers. Are you interested in making a difference?

The Customer Care Associate I/II functions within the Corporate Call Center to serve as the customer's reference point for all questions and needs concerning the policyholder's insurance contract. The products include Life Claims, Cancer Policy, LTD, STD, Cafeteria Plan's and other ancillary products. The hours for this position will be: Monday - Friday 8:00 a.m. - 5:00 p.m.

Our Customer Care Associates make a meaningful and daily difference in the lives of our insured members at a time they may need us the most. As valued contributors to the customer care team, they demonstrate in both word and action a high quality of care, service, and accountability. By communicating professionally and empathetically we make it easy for members and employers' benefits administrators to understand and access their Life, Disability and Essential Care and Recovery Insurance. In every service interaction, they exhibit USAble Life's commitment to providing peace of mind, ensuring that USAble Life remains the preferred choice for employers' benefits administrators as well as insurance agents and brokers in our distribution network.

Customer Care Associate I Essential Duties:
Demonstrates proficiency in our products and services. Provides exceptional service by listening, understanding and, when necessary, demonstrating empathy for the caller's needs and situation. Reviews and proficiently explains coverage provisions, claims statuses and claims decisions as related to general medical diagnostic terminology. Navigates multiple systems as sources of customer information to answer inquiries, troubleshoot claims, and investigate payment discrepancies.
Answers members' questions and completes all follow-through regarding their individual policies and claims associated with those policies.
Responds to basic questions from employers' benefits administrators and brokers regarding claims and billing requests.
Effectively works with the Team Lead and, if needed, with the claims department to resolve service requests in an accurate and timely manner.
Maintains well written notes on all service interactions in a Customer Management Systems (Salesforce) so that the customer and team members can quickly and accurately understand and follow up if necessary.
Manages all self reporting related to productivity as required.

Customer Care Associate II Essential Duties:
Demonstrates expertise in our products and services. Provides exceptional service by listening, understanding and, when necessary, demonstrating empathy for the caller's needs and situation. Expertly explains coverage provisions, claims statuses and decisions as related to general medical diagnostic terminology. Navigates multiple systems as sources of customer information to answer inquiries, troubleshoot claims, and investigate payment discrepancies.
Answers members' questions and completes all follow-through regarding their individual policies and claims associated with those policies.
Responds to employers' benefits administrators and brokers about products offered by USAble Life, ranging from questions about the group's coverage, group administrative processes and claims adjudication process, status, and payments. Expertly explains policy and certificate provisions with respect to coverage and answers questions about enrollment, changes to member benefits and demographic information, billing and premium remittance. Completes more complex transactions for policy related requests, demographic maintenance, and self service administrative requests and troubleshoots more complex billing discrepancies.
Effectively works with other departments to resolve service requests in an accurate and timely manner.
Maintains well written notes on all service interactions in a Customer Management Systems (Salesforce) so that the customer and team members can quickly and accurately understand and follow up if necessary.
Manages all self reporting related to productivity as required.

Required Skills
Customer Care Associate I: Ability to listen to the customer's question, probe for appropriate information and understand the underlying need. Expresses information and concepts clearly and professionally and adapts communication style to the audience and situation. Strong troubleshooting skills and demonstrates ability to work in multiple administrative systems to locate information, investigate and resolve questions related to service requests. Ability to be self-sufficient, manage time in a scheduled work environment and work well with other team members. Basic knowledge of MS Office including Word, Excel, and e-mail tools. Understands sensitivity of customer data and demonstrates the ability to protect both customer and business information.

Customer Care Associate II: Ability to listen to the customer's question, probe for appropriate information and understand the underlying need. Highly proficient at expressing information and concepts clearly and professionally and adapts communication style to audience and situation. Knowledge of employer benefits administration process or of Life & Disability Insurance business processes and services. Proficient at understanding the policy and certificate language in ways which accurately answers and solves service requests. Troubleshooting skills demonstrate the ability to breakdown the ancillary benefits administration process in order to analyze and provide solutions to complex service requests . Proficient at using multiple administrative systems to locate information, investigate, and resolve issues related to service requests. Ability to be self-sufficient, manage time in a scheduled work environment and work well with other team members. Intermediate knowledge of Word, Excel, and e-mail tools. Understands sensitivity of customer data and demonstrates ability to protect both customer and business information.

Required Experience
Customer Care Associate I

Basic Required:
Associates degree or equivalent experience.
1 year customer service experience.
Or, equivalent military experience.

Preferred:
Associates Degree in Communications, Marketing, Business Administration, Insurance or related field.
1 or more years of contact center customer service experience.

Customer Care Associate II

Basic Required:
Associates degree or equivalent experience.
2 years service experience in the Health, Life, Disability Insurance services, or in a related insurance or benefits administration industries.
Or, equivalent military experience.

Preferred:
Associates Degree in Communications, Marketing, Business Administration, Insurance or related field.
2-3 years contact center or customer service experience, including experience with Life and Disability insurance, group insurance or benefit administration.
customer service

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