Job Description

The primary purpose of this position is to provide client support in the risk assessment division for the ExamOne portfolio of services including, but not limited to: lab, paramed, inspection, teleunderwriting, MVR, APS, imaging, etc.

• Handle all customer inquiries via phone, email and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.
• Utilize a variety of proprietary programs to review, research and resolve issues with insurance applicant orders ranging from routine to moderate and is responsible for providing a professional response back to clients.
• Act as a direct liaison between insurance companies, brokers, third party administrators, paramedical companies, insurance applicants and inter-company departments.
• Ongoing responsibility for maximizing department productivity standards by monitoring service levels.
• Use established protocols for reporting client issues or concerns and maintains appropriate documentation of events for management review in all systems accessed.
• Responsible for producing department /client specific reports and monitoring the status of applicant cases.
• Adhere to department quality and responsiveness standards.
• Recognize quality service issues and provide feedback to management on opportunities for improvement.
• Participate in client visits, conference calls and other customer-related communications as required.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

QUALIFICATIONS

Required Work Experience:

Previous customer service and/or call center experience preferred.

Preferred Work Experience:

3 – 5 years previous customer service and/or call center experience preferred.

Physical and Mental Requirements:

• Ability to sit for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

Knowledge:

• Complete training on all service components within eight months of hire date. Proper telephone etiquette to handle customer inquiries.
• Basic knowledge of operating office equipment.
• Knowledge of life insurance industry workflow processes and/or terminology.
• Industry specific experience.

Skills:

• Accurate typing skills, 35 wpm minimum.
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Excellent interpersonal and communication skills (oral and written). Ability to speak the English language clearly, professionally and effectively communicate to clients, management and peer group.
• Exhibit comfortable interaction with sales, technical staff and other departments.
• Detail-oriented and accurate with names/numbers.
• Good problem-solving skills and independent decision-making abilities.
• Excellent organization and follow-through skills.
• Work in a fast-paced environment handling multiple tasks (including working with phone & PC simultaneously).
• Work independently with little supervision.
• Ability to maintain professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential manner.

EDUCATION
Bachelor’s Degree
High School Diploma or Equivalent(Required)

LICENSECERTIFICATIONS

2022-20269