The Customer Care Representative will display a high level of compassion on a daily basis showing empathy, sympathy, and developed coping skills to maintain professionalism in every situation over the phone. This individual will treat every claimant with a high level of integrity demonstrating accountability; respectful and reliable. Willingness to help teammates while accepting other duties as assigned, as needed. Demonstrate a strong worth ethic, the ability to self-motivate and work well independently, while being focused and disciplined in a professional environment. Provide effective verbal and written communication skills timely while providing excellent customer service. Use judgment with a sense of urgency to make accurate decisions and utilizes available resources. Has the ability to multitask, remain organized and be detailed oriented, takes initiative and able to adapt to different working environments. This position will manage inbound calls for claimant related leaves and/or Intake applications, and perform outbound voice work tasks related to selected clients and claimants.
Answer inbound calls from clients and claimants across the country
Accurately file and document client/claimant specific information into the applicable system
Adhere to all department standards
Respond to client and claimant inquiries in a timely and efficient manner
Consistently deliver exceptional customer service. Measured by the results of our Quality Monitoring program
Ability to communicate effectively with all levels of management.
Demonstrate confidence, strong decision quality and sound judgment when assisting claimants.
Resolves routine administrative technical issues for applicable source systems
Answer related claims questions for applicable clients specific to the Intake process and reporting missed time
Responsible and accountable for maintaining and protecting personal health information. Must maintain a high level of confidentiality and abide by HIPPA rules and regulations
Reliable, regular, and predictable attendance to ensure appropriate staffing to handle call volume
All other duties as assigned
Key Competencies:
Strong customer service skills: Polite, Friendly, and Helpful
Ability to type and talk
Proven patience and understanding
Active listening skills
Strong attention to detail
Demonstrated compassion
Ability to work independently and remotely
Ability to communicate effectively in both verbal and written interactions
Ability to handle confidential information with the utmost judgment and discretion
Exceptional interpersonal communication skills and the ability to work with a diverse workforce.
Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel and Outlook).
Ability to manage and meet departmental deadlines and key performance indicators
Demonstrated ability in verbal and written skills, and reading comprehension.
Proven experience in providing quality customer service (preferably a call center)
Knowledge of medical terminology preferred
Experience using web based programs
High Speed home internet installed for Remote/Teleworker*
Work Environment
Reliance Matrix’s Customer Care Center operates 24 hours per day/7-days per week. We offer a variety of
schedules due to this scope of coverage.
A Customer Care Representative must be available to work a scheduled shift between the core business hours; Mon-Fri 4am to 8pm Arizona time, and open to working some Holidays.
Customer Care Representative must be willing and able to work sitting in one place taking calls and speaking for the entirety of their scheduled shift (excluding scheduled breaks and lunches).
Customer Care Representative must be willing and able to work in a fast-paced, team oriented, dynamic inbound/outbound call center.
Customer Care Representative must have predictable and reliable attendance and adherence to their daily and weekly assigned schedule.
POSITION SCOPE
Direct Reports:
No direct reports.
PHYSICAL REQUIREMENTS
When used in the description below, the following terms are defined as:
“Occasional”: done only from time to time, but necessary when it is performed
“Frequent”: regularly performed; generally an act that is required on a daily basis
“Continuous”: typically performed for the majority of an employee’s shift
Sitting for prolonged periods of time, extensive typing and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Standard Life Insurance will provide qualified employees with a reasonable accommodation in accordance with applicable law.
The above description reflects the general details considered necessary to describe the principle responsibilities and functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent to this job.
Work location may be flexible if approved by the Company.
What We Offer
At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.
That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
Our Benefits:
Our Values:
EEO Statement
Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.
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