Role overview

Qualifications

Strong verbal and written communication skills
Ability to handle moderate to complex customer inquiries and requests with attention to detail, accuracy, and timeliness
Ability to work independently with minimal guidance and apply existing processes and procedures accurately
Bilingual skills (verbal and/or written) required at least 50 percent of the time

Responsibilities

Provide moderate to complex service to internal and external customers, resolve inquiries and complete service requests with attention to detail, accuracy, and timely handling in accordance with operating practices, procedures, and applicable regulatory and insurance laws
Work independently on moderate to complex assignments, determine the accurate application of existing processes and procedures, and ensure customer data is handled securely while meeting customer needs within established turnaround times
Accurately and concisely document customer inquiries, including escalated inquiries, and actions taken within the appropriate system
Serve as a resource for less experienced colleagues by providing guidance, leadership, and accurate information; participate in training and Lean or special project teams when requested

Key facts

Remote from: Bermuda
Full time
Customer Service Representative (B2B)
English

Hard skills

Customer Data Management Case Management Systems Customer Inquiries Escalation Management Administrative Law Standard Operating Procedure Continuous Improvement Process Project Collaboration Online Communication Customer Centricity

Other skills

Customer Service
Leadership
Record Keeping
Time Management
Detail Oriented
Mentorship
Problem Solving
Training And Development
Non-Verbal Communication
Adaptability
Teamwork
Social Skills

About the company

American Fidelity

American Fidelity is more than an insurance company. We offer benefits strategies to help empower employers to make benefits decisions that help both their organizations and their employees. We serve employers in the education, public sector, automotive and healthcare markets so we can provide specialized benefits recommendations. Many of our competitors offer one-size-fits-all benefits packages and services, but we believe you and your employees deserve a different opinion.Our products and services include:- Supplemental insurance- Reimbursement accounts and administration- Stop loss insurance for self-funded plans- Section 125 Plan administration- Online benefits enrollment software- Patient Protection and Affordable Care Act (ACA) consultingExplore our career opportunities at americanfidelity.com/careers.

Company details

Company size1001 - 5000

Links

Website LinkedIn See all jobs

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Job description

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*Provides moderate to complex service to internal and external Customers, which may include employer groups, Account Managers, Brokers, employee/participant Customers, and/or individual policyholders, utilizing superb verbal and written communication skills; resolves moderate to complex Customer inquiries and completes moderate to complex Customer service requests with specific attention to detail, accuracy and timely handling in accordance with the business units operating practices, administrative procedures, and applicable regulatory and insurance laws.

*Handles moderate to complex work assignments, working independently with minimal guidance, and determines accurate application of existing processes and procedures. Utilizes experience and expertise in specific processing areas in order to handle assigned work tasks within established turnaround times, ensures Customer data is handled securely while meeting or exceeding the Customers needs in a timely and effective manner. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time.

*Accurately & concisely documents Customer inquiries, including escalated Customer inquiries, and actions taken within the appropriate system. Acts as a resource for less experienced Colleagues by providing guidance to team members, fellow company Colleagues, which may include Account Managers, consultants and Brokers, in specific areas of expertise; willingly steps in to provide leadership and accurate information while exhibiting a positive attitude centered around mutual Colleague and Customer respect. Attends training and serves a team member on LEAN teams and special project teams when requested.