APL Customer Service Representative Moderate

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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.  

Technical Skills and Requirements

Excellent Customer Service Skills

Advanced keyboard skills

Strong math skills

Strong analytical skills

Advanced communication skills

Strong business writing skills

Advanced interpersonal skills

Advanced coordination and collaboration skills

Exceptional professional attire and demeanor

Strong knowledge of IRS Code S125 rules and regulations

Qualified retirement account knowledge

Strong Windows-based softward knowledge

Advanced ability to work in a high volume, quick paced production environment

Known and demonstrated ability to be prompt and accurate with work product

Strong ability to change and demonstrated openness to change

Leadership ability to include demonstrated ability to multi-task and achieve stated goals

May require proven bilingual skills (verbal and/or written communications)

Compensation range:($43,675.02 - $ 65,358.36) plus may be eligible for an annual discretionary company bonus. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and geographic location. For a general description of all employment benefits, click here.”

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