Description
As a Customer Service Representative, you will be the first point of telephone contact for our global member who holds global employer health insurance with us. Previous experience in customer service is essential for this role.
Key Responsibilities:
- Receive requests by email and telephone regarding insurance claims/policies and respond to inquiries from policy holders, clients, brokers, and others.
- Provide the highest level of customer service, striving for first-contact resolution, responding within agreed timelines on medical claims in line with customer benefits.
- Ensure that all operating procedures and regulations are followed in accordance with policy terms and conditions.
- Provide quality advice and information to customers regarding their health benefits.
- Ensure turnaround times are met and ensure enquiries are settled within required timescales.
- Build relationships with internal departments and external service partners to ensure resources are fully utilized for the benefit of the customer.
- Actively support team members and contribute to the achievement of operational goals.
- Carry out any ad hoc tasks as required to meet business needs.
- Demonstrate excellent interpersonal skills, ability to understand and interpret policy provisions, and independently respond to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
Minimum Requirements:
- Fluent in written and spoken English
- Confident decision-making and sound judgment
- Strong customer focus, with the ability to identify and resolve problems independently
- Proactive and process-oriented
- Ability to maintain high levels of customer satisfaction through effective and timely resolution of member enquiries
- Excellent attention to detail and accuracy
- Strong interpersonal skills, with clear verbal and written communication to both internal and external clients
- Ability to support Team Manager and senior team members with escalations
- Experience in health insurance or a call centre environment is an added advantage