Customer Success Specialist

🕒 il y a 15 jours

🌾 Iowa – Distant

🌾 Iowa – Remote

⏰ Temps Plein

🟢 Junior

🏆 Customer Success

🚫👨‍🎓 Aucun diplôme requis

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Wellabe

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 1929

⚕️ Assurance santé

👥 B2C

Healthcare Insurance • B2C

Wellabe est une compagnie d'assurance axée sur le consommateur, offrant une gamme de produits d'assurance complémentaire et spécialisée, principalement pour les personnes âgées et les retraités. Sa gamme de produits comprend des plans de supplément Medicare, des assurances obsèques prénégociées, des partenariats en matière de soins dentaires, de vision et d'audition, une indemnité hospitalière, une couverture pour maladies graves et diagnostic de cancer, ainsi que des plans de soins de courte durée. La société fournit des outils en ligne, un portail client et une application mobile, des ressources éducatives et des offres partenaires, et est basée à Des Moines, IA.

Description

• Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations. • Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items. • Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests. • Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed. • Plan, coordinate, and execute basic to moderately complex projects to support the business. • Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.

🎯 Exigences

• Working knowledge of the principles, processes, and practices related to customer success. • Ability to meet and maintain metrics of a Customer Success Specialist 2; including First Call Resolution, efficiency, quality, productivity, core competencies, etc. • Average accuracy on judgement for policies, requests, and documentations with a working attention to detail. • Strong verbal and written communication skills with the ability to respond effectively to both internal and external customers. • Active listening skills with ability to understand concern and ask relevant questions. • Ability to maintain policyholders, medical providers, and sales agents’ privacy by following state and federal regulations. • General knowledge of MS Office (Excel, Word, Outlook). • High school diploma or GED equivalence. • 1+ year customer service or related experience. • Insurance industry experience, a plus.

🏖️ Avantages

• Hybrid availability • 401(k) with company match • Health insurance • Paid time off, holidays • Volunteer time off • Lifestyle Spending Account (LSA) • Paternity leave • Growth opportunities