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Our client, a large insurance firm, is currently seeking customer service representatives to join their team in Halifax, NS! This role is best suited for someone with 2+ years of Customer Service-related experience, including previous customer service experience in an information center, service sector or working as an admin/csr in a medical office where they submit claims prior.
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Providing timely, accurate responses to those requesting information on products and service offerings
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Inbound calls
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Will be measured against KPIs - Average handle time (includes talk time). ACW (After call work). Hold Time. NPS -- Customer Satisfaction. Quality Accuracy and Compliance.
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Troubleshooting plan member system and plan queries
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Inbound Call Center -- about 50 calls per day (goal is to be 10 minutes or under on each call)
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They will be cross trained in a specialty such as specific 'dental claims' and working with dental offices and if so then those dental claims calls will be directed to them
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If trained in health, then many calls could be on Group Benefits Balances
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Example: Why a claim was declined, or only partial
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Goal: Quickly navigate the source documents to gather the right information
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2+ years of Customer Service-related experience, including previous customer service experience in an information center, service sector or working as an admin/csr in a medical office where they submit claims prior.
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Previous experience with technology and navigating multiple systems
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High School Diploma
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Ability to go into the office 3 days a week in Halifax
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Ability to convert to permanent after 6 month contract
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Supportive culture with focus on people
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The successful candidate will have the opportunity to make a difference by being there for our members at a moment in their lives where it matters most
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You enjoy finding solutions and have skills in problem-solving and decision-making
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You have no doubt about your ability to quickly learn and apply new knowledge.
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You wish to contribute to a stimulating and positive work environment that promotes diversity. You want to be part of a highly performing team whose members support each other.
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You know how to achieve key performance indicators and take responsibility for them.
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You must connect your computer to the modem using an Ethernet cable.
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Your workspace must be safe, private, and free from distractions.
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Additionally, it must ensure the protection of clients' confidential information.
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You will follow a rotating work schedule, changing from week to week, to accommodate clients from different time zones (the rotating shifts start during business hours, from 8 AM to 8 PM (EST), Monday to Friday).
