[Hiring] Call Center Representative @Newfront

Role Description

The Call Center Representative position is responsible for providing exceptional customer service and administrative support in a fast-paced benefits environment. This role assists clients with benefit inquiries, enrollment processing, eligibility research, claims support, and open enrollment activities while utilizing internal systems such as Salesforce and SharePoint.

The ideal candidate has strong communication, organizational, and multitasking skills with the ability to deliver accurate, timely, and professional service.

What You’ll Be Responsible For:

• Assists customers with a wide variety of benefit questions and plan features via internal systems, utilizing Salesforce and SharePoint reference materials.
• Support implementation of new clients to call center processes and systems.
• Support client’s open enrollment setup to call center systems and processes.
• Assist with enrollment processing, research eligibility and enrollment issues, and track new hire processing.
• Guide and instruct clients regarding their online administration systems with new hires, eligibility changes, life events, and open enrollment changes in partnership with internal teams.
• Assist with claims; research and resolve claims issues.
• Update internal systems (ex. SharePoint) with client benefits information.
• Produce monthly utilization reports.
• Assist Senior Management and Account Executives with miscellaneous duties and projects.
• Other tasks, duties or special projects as assigned.

Qualifications

• Excellent verbal, written and customer service communication skills.
• Exceptional telephone etiquette in a call-center environment including, but not limited to: listening without interrupting and using a clear and audible voice.
• Ability to communicate and respond calmly and professionally.
• Ability to be flexible with the ever-changing priorities and deadlines.
• Must work well with others in a fast-paced, customer service oriented environment as well as independently with minimal supervision.
• Proficiency in Microsoft Windows and Office Suite products and use of the internet.
• Utilization of internal systems (Salesforce, SharePoint & Call Center systems) in order to fully service clients.
• Strong organizational and prioritization skills and attention to detail.
• Ability to multi-task efficiently.
• Must be able to screen details and identify potential discrepancies.
• Maintain excellent attendance and punctuality according to department standards.

Requirements

• Resident Department of Insurance Life License (required or completed within 3 months of start date).
• Must continue to meet continuing education requirements for CA Department of insurance license renewal.

Benefits

• The pay range for this position in California, Washington, Colorado, and New York at the commencement of employment is expected to be between $48,200 - $86,000.
• Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.
• The total compensation package for this position may also include other elements, including a bonus, restricted stock units, and discretionary awards.
• A full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave).