Position Overview:
We are seeking a dedicated and motivated Customer Service Representative to join our Health and Travel Insurance team. The ideal candidate will provide exceptional customer support, assisting clients with inquiries, concerns, and issues related to their health and travel insurance policies. You will be the first point of contact for customers, handling phone calls and e-mail addressing a variety of requests. Success in this role requires strong communication skills, problem-solving abilities, and a commitment to customer satisfaction.
Key Responsibilities:
- Customer and Healthcare Providers Inquiries: Answer customer phone calls and e-mails and provide accurate information about health and travel insurance products and services.
- Issue Resolution: Resolve customer and provider complaints in a timely and fair manner, ensuring customer satisfaction while following company policies.
- Escalation Handling: Elevate unresolved customer and provider concerns to supervisors or managers as needed for further resolution.
- Customer Interaction: Provide exceptional customer service during every phone call, ensuring a positive customer experience.
- Policy Review: Review insurance policy terms and conditions to assess whether particular claims or losses are covered by insurance.
- Claims Support: Communicate with customers and providers regarding claim investigations, notify them of claim results, and inform them of any adjustments to their policies.
- Record Keeping: Maintain accurate and up-to-date records of customer interactions, including inquiries, complaints, and actions taken.
Skills & Qualifications:
- Active Listening: Ability to listen attentively, understand customer concerns, and respond appropriately.
- Strong Verbal and Written Communication: Excellent speaking and writing skills to convey information clearly and professionally.
- Service-Oriented: Demonstrates a passion for helping others and actively seeks solutions to customer problems.
- Problem-Solving & Critical Thinking: Ability to analyze issues, make decisions, and determine appropriate solutions.
- Persuasion & Negotiation: Skilled in persuading others to understand and resolve issues and finding compromises where necessary.
- Reading & Comprehension: Ability to understand written documents, such as insurance policies and customer queries.
- Coordination: Ability to adjust actions and responses based on feedback from customers or other team members.
- Social Perceptiveness: Awareness of customer emotions and reactions to appropriately address their needs.
- Time Management: Ability to manage multiple tasks efficiently while maintaining attention to detail.
Education and Experience:
- Education: Bachelor or higher degree is required.
- Experience: Prior customer service experience is preferred, especially in healthcare, insurance, or travel industries.
- Work Hours: Willingness to work at flexible hours, as dictated by scheduling needs, including evenings or weekends.
Additional Requirements:
- Ability to quickly survey large amounts of information to provide clear and accurate responses.
- Experience with customer service platforms, CRM tools, or insurance-related systems is a plus.
- A positive attitude and strong team-player mentality are essential for this role.
- Language Skills: English is mandatory. Portuguese and Spanish desirable. Any other language is a plus.