[Hiring] Customer Experience Representative @Key Family of Companies

Role Description

We are excited to welcome a Customer Experience Representative (Work at Home) to our growing team! We are seeking individuals who are passionate about creating exceptional customer experiences and making a meaningful difference in the lives of those we serve. As a Customer Experience Representative, you will act as a trusted resource and advocate for our members, providers, and clients, helping them navigate their healthcare benefits with confidence and ease.

At Key Benefit Administrators, we believe every interaction is an opportunity to build trust, strengthen relationships, and deliver a "Wow" experience. Through empathy, active listening, problem-solving, and a commitment to service excellence, our Customer Experience Representatives play a critical role in fulfilling our mission of improving people's health through high-quality, cost-effective care.

Overview:

• Deliver exceptional customer experiences by providing professional, accurate, and compassionate support during every interaction.
• Serve as a trusted resource by utilizing available tools, resources, and procedures to deliver accurate information and solutions.
• Take ownership of customer inquiries and concerns by working toward first-contact resolution whenever possible.
• Build positive relationships through active listening, empathy, and a genuine commitment to helping others.
• Effectively navigate multiple systems and resources to investigate questions related to benefits, claims, eligibility, payments, and other plan-related inquiries.
• Document interactions thoroughly, accurately, and professionally to support customer needs and organizational compliance.
• Maintain the confidentiality and security of protected information and adhere to all applicable privacy requirements.
• Demonstrate adaptability and responsiveness to changing business needs, processes, and customer expectations.
• Follow established communication protocols and departmental procedures while contributing to a positive customer-focused culture.
• Actively participate in coaching, training, and development opportunities to continuously enhance knowledge and service effectiveness.
• Collaborate with leadership and teammates to support departmental goals and deliver consistent service excellence.

Qualifications

• Passion for delivering outstanding customer experiences through strong communication, interpersonal, and relationship-building skills.
• Demonstrated ability to actively listen and respond with empathy and professionalism.
• Strong problem-solving and critical-thinking skills with the ability to analyze situations and determine appropriate solutions.
• Commitment to accuracy, attention to detail, and maintaining confidentiality.
• Ability to learn and apply complex benefit administration concepts, policies, and procedures.
• Adaptability in a fast-paced, customer-focused environment.
• Team-oriented mindset with a willingness to support coworkers and contribute to organizational success.
• Pursue growth and learning through being receptive to feedback and committed to continuous improvement and professional growth.

Benefits

• Comprehensive benefits package.
• Award-winning training program.
• Career development opportunities.
• Competitive salary.

Company Description

KBA is a privately owned company with a family atmosphere and supportive leadership, and we take an active role in our local communities with corporate sponsorships and community outreach programs. Employees continue to vote KBA as a Top Workplace year after year!

• Founded in 1979 as a full-service group benefits administration firm specializing in self-funded medical plans.
• One of the country's largest independently owned third party administrators, supporting a wide variety of group benefit plans.

Our Mission: To create happy customers who renew by improving upon our successful track record of applying patented, proven, creative solutions to the reduction of healthcare costs while improving people's health through high quality, cost-effective care.