Job description

Client Customer Support Specialist: Message Center

This position will support the client in a customer facing role, dedicated to acting as a communications specialist in our Message Center channel. You will oversee and coordinate end to end resolution of requests for the Message Center, a hub which receives hundreds of inquiries per day from a variety of stakeholders, some of which are high profile/visibility.

The expectation is you will take on an aspect of ‘extreme ownership’, meaning full responsibility for responses, closing the loop with the customer and presenting empathy, courtesy, professionalism and helpfulness at all times with a high degree of quality.

Primary Responsibilities

Answers and responds to electronic inquiries from Client, Certificate Holders, Producers/Agents, Employers and parties that are affiliated within the overall worksite (Voluntary Life Insurance) arrangement

Inquiries and requests are simple to complex and include providing policy/certificate information or guiding individual consumers

General expectations for response handling include:

Answering all questions accurately, timely and in detail.
Providing options to the recipient to resolve any issues.
Having professionalism and unsurpassed service as part of each interaction
Excluding words that are negative in nature and instead providing explanation with reasoning and facts
Having ability to ‘look around the corner’ and anticipate what the next question might be
Research and respond to escalated requests
Acts with a sense of urgency and takes ownership regarding aspects of customer interaction.
Identifies interactions that have potential to escalate and handles accordingly (successful de-escalation) or involves a lead, manager for assistance
Ensures issues are referred to appropriate areas; leveraging internal relationships, peers, procedures to ensure efficient resolution
Handles multiple relationships and requests intermittently while meeting established service requirements and standards.
Performs and handles billing and premium related requests, responds to inquiries and questions that are of financial nature
Performs work processing in administrative system as needed, or retrieving information from various systems to provide to requestor
Handles all inquiries, correspondence using the Life insurance systems or other proprietary tools (admin systems, image repository, websites/portals)
Provides prompt, courteous and excellent service to internal and external customers at all times. This includes an obligation to actively cooperate and interact with other departments where necessary – acting as a quarterback to collect and provide needed information and deliverables
Identifies trends and service opportunities, suggests ideas for improvement
Performs outbound calls as required (5-10% of time) to support efficient and service- oriented service and resolution
Other duties and projects as assigned.
Schedule flexibility: M-F between the hours of 9am-6pm EST