Cust Svc Rep II - Group Customer Membership & Billing (location) C-S-R

Non-Exempt/Bargaining Unit Posting

Date Posted: 04/15/2025

Date Closed: 04/22/2025

Local/Seniority Unit – 1781/3207

Department – 126460 Grp Cus Membership & Billing

Salary Grade – E

Number of openings – One

Shift – Mon-Fri 8:30a-5p, Shift Bidding by Seniority

Site/Location: Jefferson Building

Status – Regular Full Time

Evaluates, and resolves inquiries involving a variety of claim, benefit, membership, and/or billing inquiries. Must be able to pass the Customer Service selection process, in order to interview.

• Conducts internal and external research to determine and request the data needed to handle inquiries from internal and external business partners.
• Provides accurate and timely servicing responses via telephone, and/or written correspondence to our internal and external customers.
• Follows department/corporate reporting policies and procedures requirements.
• Organizes work to meet productivity and quality standards.
• Reroutes misdirected inquiries.
• Interacts with others inside and outside the organization to resolve the inquiry/claim related problems.
•  Resolves customer inquiries through clear and simple explanations of the applicable policy and/or procedure.
• May assist less experienced Customer Service Representatives and handle unusual or urgent inquiries, including irate calls.
• Perform other related duties as assigned.

QUALFICATIONS

• High school graduate or GED equivalent is required.
• Must pass testing requirements if applicable as identified by Talent Acquisition.
• Two (2) years of related work experience in areas such as public/customer service, sales representatives claims processing, membership/billing/enrollment with direct personal contact or one (1) year of customer service experience with direct personal contact along with successful completion of BCBSM/BCN CSR I training.
• Demonstrated knowledge of policies, practices and procedures related to membership, billing, contract coverage or changes, rating and eligibility requirements, and/or claims processing.
• Demonstrated ability to resolve inquiries related to benefits, claims processing, and/or membership/billing, with little or no assistance.
• Demonstrated command of all oral, written, and interpersonal skills necessary for communications with subscribers, beneficiaries, accounts or providers, in a clear, concise and tactful manner.
• Work experience requirements may be modified within the three (3) year total, to fit individual unit needs. Must be able to pass the Customer Service selection process. 
• Employees shall meet a twenty-four (24) month tenure requirement, excluding training.
• Other related skills and/or abilities may be required to perform this job.