Wellabe is looking for a Customer Success Specialist 2 to join our team. The Customer Success Specialist 2 is responsible for providing customer service to policy holders and medical providers by answering phone calls about moderately complex concerns, complaints, and changes.
Be successful in this role
Someone in this role will:
- Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations.
- Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items.
- Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests.
- Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed.
- Plan, coordinate, and execute basic to moderately complex projects to support the business.
- Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.
Qualifications
- Working knowledge of the principles, processes, and practices related to customer success.
- Ability to meet and maintain metrics of a Customer Success Specialist 2; including First Call Resolution, efficiency, quality, productivity, core competencies, etc.
- Average accuracy on judgement for policies, requests, and documentations with a working attention to detail.
- Strong verbal and written communication skills with the ability to respond effectively to both internal and external customers.
- Active listening skills with ability to understand concern and ask relevant questions.
- Ability to maintain policyholders, medical providers, and sales agents’ privacy by following state and federal regulations.
- General knowledge of MS Office (Excel, Word, Outlook).
- High school diploma or GED equivalence.
- 1+ year customer service or related experience.
- Insurance industry experience, a plus.
Benefits
- Hybrid availability
- 401(k) with company match
- Health insurance
- Paid time off, holidays
- Volunteer time off
- Lifestyle Spending Account (LSA)
- Paternity leave
Growth opportunities
We believe each of us has potential to grow and adapt with our business. We take your career as seriously as you do. Helping you develop your skills and talents leads to opportunities — not only for you, but also for our company. That’s why we provide:
- LinkedIn Learning Premium access
- CliftonStrengths® assessment and coaching
- On-site and virtual workshops and cohorts featuring world-class content from FranklinCovey, Crucial Learning, Gallup, and more
- Free world-class insurance acumen courses through AHIP and LOMA
- Reimbursement and bonus opportunities for professional designations and certifications, including a tuition reimbursement program
- Opportunities to take part in Wellabe's mentorship programs
About Wellabe
Since 1929, Wellabe has been finding solutions to help our customers protect their health and financial well-being. And we’re committed to fostering an internal culture of inclusivity, well-being, and development so each of our team members can succeed. Learn more about Wellabe’s culture of betterment by visiting wellabe.com/culture.
Wellabe is full of smart, caring, hard-working people with a broad range of talents who understand collaboration is key. We bring our best selves every day, to connect with others to solve problems, spark innovation, and bring ideas to life. Meet the team and learn what makes Wellabe a great place to work by visiting wellabe.com/news/employee-spotlights.
Our core values:
- Be dedicated: Show unwavering commitment by proactively taking initiative, setting clear goals, and managing time effectively.
- Be trustworthy: Take accountability for actions, navigate difficult conversations with integrity, and build strong relationships through consistent, honest behavior.
- Be determined: Demonstrate enthusiasm and a relentless drive to overcome obstacles and achieve goals.
- Be collaborative: Foster teamwork by being self-aware, actively listening, and effectively communicating across all levels.
- Be open: Embrace diversity and new ideas to create an inclusive environment.
- Be generous: Embody generosity and compassion by serving a greater purpose and helping others.
- Be better: Commit to continuous improvement and adapt effectively to change.
- Be well: Prioritize physical and mental health, manage stress, and demonstrate emotional intelligence.
