We are looking for a Tier 1 Korean Customer Service Representative (CSR) to provide front-line support for our Korean-speaking health insurance clients. As a Tier 1 CSR, you will handle basic inquiries and provide assistance with health insurance policies, claims, and billing. This role is ideal for someone with strong communication skills in Korean and English, as well as a customer-centric attitude. Training on health insurance products and processes will be provided.
Requirements
Key Responsibilities:
1. Frontline Customer Support:
o Serve as the first point of contact for Korean-speaking customers via
phone, email, and chat.
o Assist with general inquiries about health insurance plans, policy
coverage, benefits, and eligibility.
o Provide accurate information regarding claims processes, status updates,
and basic troubleshooting.
o Answer questions related to billing, payments, and premium schedules.
2. Claims and Policy Assistance:
o Guide customers through the process of submitting claims, understanding
co-pays, deductibles, and other policy terms.
o Address concerns related to denied claims or missing documents by
providing clear instructions for next steps.
o Escalate complex or unresolved claims and policy issues to Tier 2 support
or the appropriate department.
3. Issue Resolution and Customer Satisfaction:
o Work to resolve basic customer issues efficiently while maintaining a high
level of professionalism and empathy.
o De-escalate customer complaints by providing timely and accurate
responses to concerns.
o Ensure all customer interactions are handled with a focus on delivering a
positive experience.
4. Documentation and Reporting:
o Accurately log all customer interactions and resolutions in the company’s
CRM system.
o Follow internal processes for documenting inquiries, issues, and
escalations.
o Report recurring customer issues or feedback to the supervisor to help
improve service quality.
5. Compliance and Confidentiality:
o Adhere to industry regulations such as HIPAA and follow company policies
related to customer data privacy.
o Ensure that all communication meets compliance standards, especially
when handling sensitive health or personal information.
Qualifications
Language Proficiency: Fluent in Korean (reading, writing, and speaking) and
proficient in English.
Experience: 1 year of customer service experience, preferably in a call center or
support environment. Experience in health insurance is an advantage but not
required (training provided).
Communication Skills: Ability to communicate clearly and professionally in both
Korean and English.
Problem-Solving: Basic problem-solving skills to address common inquiries and
escalate issues as needed.
Technical Skills: Familiarity with CRM systems, data entry, and email/chat
support platforms is a plus.
Key Competencies
Customer Focus: Ability to empathize with customers and provide helpful,
accurate information.
Detail-Oriented: Ensure that customer inquiries are handled with attention to
detail and care.
Team Player: Willingness to collaborate with other team members and
departments to improve the overall customer experience.
Adaptability: Ability to learn quickly and apply new information to assist
customers effectively.
Benefits
LifeLearn Animal Health
Concentrix
Hilb Group
Intact Financial Corporation
