Note: The job is a remote job and is open to candidates in USA. Hays is seeking a Customer Service Representative to join a global customer solutions and operations contact center team serving insurance and financial services customers. The role handles inbound inquiries by telephone and email, researches policy and claim information, processes transactions, and resolves complex customer issues while delivering an exceptional customer experience.
Responsibilities
- Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc
- Respond to customer requests via telephone or email, providing excellent service to client’s customers who have insurance or other financial service products or benefit plans and providing solutions that best match the customers’ needs
- Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc
- Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion
- Enhance and strengthen the relationship between the customer and client using strong communication skills, keen listening skills and empathy
- Support special product and/or service campaigns as needed, or if solicited by the customer
- Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry
- Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills
Skills
- 2+ years of customer service experience
- Flexible to work specific shifts during hours of operation between 8:00am – 8:00pm EST, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need
- High School diploma, GED
- Some college experience, trade or professional certification
- Insurance or Financial Services industry experience or Product specific experience
- Prior Call Center experience is highly preferred
- A demonstrated ability to learn quickly and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions
- A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment
- Strong computer/keyboard skills as well as solid math, analytical and problem-solving skills
- Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of client
Benefits
- Paid training
- Full-time virtual position
- Virtual roles predominantly work from a home office
Company Overview