Support Specialist

Job Description

REQUIREMENTS

• 2+ years of experience in Customer Service in a call center environment
• No degree required

Preferred Education: Bachelor’s Degree or 1-3 years of direct H&B experience

Skills & Abilities:

• Energetic client service focused individual who is accountable and reliable
• Able to learn and retain information while using a digital workflow to navigate the interaction and tools
• Able to connect with accountholders on a human level and assist them as needed with patience and empathy
• Can work in a fast-paced environment, taking up to 50 calls per day
• Possesses strong written, keyboarding, and verbal communication skills
• Able to apply relationship building skills to internal and external clients
• Has strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products
• Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder.
• Proactive approach to resolving issues.
• Active Listening Skills
• Is detail-oriented, organized, and dependable
• Possess a cheerful attitude and be able to perform well in a collaborative team environment

RESPONSIBILITIES

• You will be responsible for helping members understand how their accounts work. When someone calls with questions, you will provide friendly, knowledgeable, and helpful service, ensuring every caller feels supported. You will explain account benefits and policies so accountholders can confidently understand and make the most of their individual plans.
• You will be responsible for ensuring all work is compliant with all internal quality assurance standards and technical policies and programs
• You will utilize digital tools and assistance to guide you through your interactions, which include knowledge management systems, digital workflows, and performance dashboards.
• You will be committed to providing the highest level of service to each caller, treating them with empathy, understanding, and respect.
• Consult with member to support easy navigation of the available online tools and apps, for actions like checking account balance, distributions, and submitting claims.
• Accountable for resolving issues without management intervention to remove barriers for the accountholder.
• Respond and resolve incoming and outgoing accountholder emails, chats, and voice calls.
• Showcase alignment with our company values in every interaction with accountholders and team members
• Accountable to protect sensitive member information with discretion and adhere to all compliance rules and regulations
• Responsible for all levels of member engagement, while prioritizing effectively meeting member service goals / deadlines.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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