Note: The job is a remote job and is open to candidates in USA. The American Medical Association (AMA) is a nonprofit organization that serves as a powerful ally for America's physicians and promotes public health. They are seeking a Customer Service Representative II to support customer experience goals by providing specialized sales, claims, and service support for AMA Insurance products. The role involves answering customer inquiries, resolving issues, and contributing to operational efficiencies.
Responsibilities
- Answer all inbound calls in accordance with Department standards and monitoring guidelines
- Provide information regarding benefits, eligibility, plan provisions, premium billing, customer conservation, cross selling and upselling for all insurance plans
- Identify and escalate priority or problem issues. Follow up on customer calls when necessary. Create opportunities to transfer callers to partners for telesales opportunities
- Respond to all correspondence within department standards for quality, productivity and timeliness
- Meet or exceed production standards by processing changes to our Administration System, including personal and coverage information and send confirmation documents to the caller when needed
- Handle integrated sales, claims, and service interactions across AMAI insurance plans
- Answer and resolve inquiries regarding technical details including benefits, eligibility, plan provisions, premium billing, and certificate changes
- Demonstrate strong problem-solving skills when resolving complex or escalated customer issues
- Support business operations through participation in special projects as assigned by the Customer Service Supervisor
- Contribute to process improvements and operational efficiencies
- Assist in documenting workflows and service processes to support consistency and quality
- May Include Other Responsibilities As Assigned
Skills
- High school diploma or equivalent education required
- Minimum of 2+ years' experience in life or health insurance required
- Demonstrated experience working in a high-volume customer service call center
- Excellent telephone skills including proper telephone technique, multitasking skills, and ability to control the call
- In-depth understanding of customer service and premium billing transactions required
- Demonstrated experience handling customer issues, including technical and financial related issues
- Excellent verbal and written communication skills with a high level of professionalism
- High level proficiency with call center systems, telephony platforms, and personal computers
- Advanced proficiency in Microsoft Office Suite (Word, Excel, Access, PowerPoint) and database systems
- Ability to provide technical support for online tools, systems, and customer-facing platforms
- Strong business process skills, including the ability to document, monitor, and improve workflows
- Excellent planning, organization, and time management skills with the ability to manage multiple priorities in a fast-paced environment
- Health or Life insurance license preferred
- Strong knowledge of insurance products, benefits administration, or third-party administration services preferred
- Health insurance knowledge preferred
Benefits
- Employees are also eligible to participate in an incentive plan.
- To learn more about the American Medical Association’s benefits offerings, please click here.
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