Contact Center Agent II (Finance)

Receives and enters initial Notice of Loss information. Analyzes information and proofreads system entry for accuracy.

• Education equivalent to graduation from high school and supplemental experience with the MS Office Suite including Excel & Word.
• Must have a good understanding of TelePlus procedures and claim entry workflows.
• Customer service experience or equivalent combination of education & experience including inbound call center experience preferred.
• At least one year as a Contact Center Agent I or equivalent work experience.
• Ability to work in a team environment and/or independently.
• Ability to support multiple clients across various channels and utilizing multiple systems simultaneously in a fast-paced environment.
• Good interpersonal skills.
• PC literate, including Microsoft Office products.
• Must be a competent typist.
• Strong customer service skills.

• Creates claim files by entering initial loss report information into claim intake application.
• Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude, and a pro-active customer service approach.
• Responds to routine inquiries and directs other inquiries to appropriate resources.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application.
• Educates and informs the customer across multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Assists in the mentoring and training of new employees.
• Recommends new and/or improved procedures to enhance the customer experiences.
• Maintains a favorable and positive working relationship with internal and external customers.
• Directs customer calls to the appropriate contact at multiple locations or escalates to specialist as needed.
• Participates in special projects and performs other duties as requested.
• Attains 95% rating or higher for Report Quality and Customer Service.
• Actively takes inbound calls for all three lines of business.