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Customer Service Rep - I

Company: Amalgamated Life Insurance
Location: White Plains
Posted on: September 21, 2022

Job Description:

Ensure delivery of excellent customer service to members, providers, clients and others through fast and accurate communications, processing of requests and coordination with other departments to resolve inquiries. Serve as the first or secondary point of contact for moderate to somewhat complex inquiries.

  • Place, receive and route a high volume of calls though a telephone switch board.
  • Supply information to callers and relay messages.
  • Assist operations in generating applications, filing, EFT solicitations, etc.
  • Prepare and research referrals for follow-up inquiries (e.g. adjustments or outbound call backs).
  • Maintain regular follow-up with policy regarding outstanding inquiries.
  • Review incoming written correspondence and formulate responses.
  • Update customer accounts as needed.
  • Ability to avoid escalation and achieves a high level of 1st call resolution.
  • Effectively utilize training materials and resources to enhance processing and servicing skills.
  • Monitor call center work-flow queues.
  • Communicate customer needs/trends and share ideas to improve our service levels.Job Requirements:
  • Use Call Center Best Practices to improve the service we provide to customers i.e. headsets, Call Tracking, use CRM technology.
  • Answer a minimum of 11 calls per hour.
  • Maintain a Customer Knowledge and adhere to policies, procedures, Legal requirements.
  • Possess a professional service attitude - Pass the Customer Service Test.
  • Excellent Communications Skills; verbal and written.
  • Become an advocate for the customer by communicating customer needs/trends and share ideas to improve the service we provide to our customers.
  • Use the CRM and other systems/applications to tracking and service our customers as required.
  • Contributes to a Team environment but can work well independently.
  • High School diploma or equivalent.

Keywords: Amalgamated Life Insurance, White Plains , Customer Service Rep - I, Other , White Plains, New York

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