Customer Service Representative Advanced

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*Provide expert service and/or audits to internal and external Customers, which may include employer groups, Account Managers, Brokers, employee/participant Customers, and/or individual policyholders, utilizing expert verbal and written communication skills; handle the highest level tasks from start to finish with very little assistance from team leader and/or manager, ensures accurate and timely handling of assigned tasks with specific focus on high profile groups, and specialized service to internal and external Customers.  Fully understands, and assist fellow Colleagues, in the application of insurance rules, regulations and IRS guidelines.

*Handle specialized tasks or serves specific groups which are not handled by other members of team / department such as high priority groups, specialized system and process training for Operational department teams, individual and team quality control reviews and metric reports; works with other Colleagues to determine which process or procedure applies in specialized / specific situations so that the service provided to the internal/external Customer exceeds expectations.  Consistently demonstrates the ability to handle a wide variety of specialized tasks which advance the Customer's experience and furthers Customer satisfaction.  This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time. 

*Initiate action to handle escalated Customer situations for team or departments issues to ensure the Customer is served in a manner which meets or exceeds their expectations and fellow Colleagues have the opportunity to further their knowledge.  Demonstrates initiative to act as a lead within team or department, supports team lead, Manager and other Colleagues in a manner which promotes a positive team environment and focused Customer service.  Serves as the subject matter expert for a variety of work processes and procedures developed through extensive job-related training and on-the-job experience.  Anticipates patterns with regards to standard processes and procedures and initiates a resolution which is focused on a positive Customer experience.  Demonstrates a pro-active, big picture view of how best to serve Customers and Colleagues to ensure positive outcomes with regards to service provided.  Attends training, including leadership training, often serves as the go to Colleague for LEAN and special project teams; is the subject matter expert for advanced tasks which require a high degree to knowledge, skills and ability. 

Technical Skills and Requirements

Bachelors degree preferred

LEAN certification, proven change management preferred

Excellent Customer Service Skills

Excellent math skills

Excellent analytical skills

3-5 years of specialized experience within assigned area of expertise

Easily adapts to new software technology applications

Outstanding and proven oral and written comunnication skills

Advanced knowledge of specific systems which relate to enrollment, group set-up, billing and claims management

Proficiency with web based and imaging software

Excellent interpersonal skills

Excellent organizational skills

Proven ability to multi-task

Proven detail orientation

Proven ability to change and demonstrated openness to change

Exceptional professional attire and demeanor

Demonstrated ability to communicate with all levels of leadership

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