Job Responsibilities and Requirements

KEY RESPONSIBILITIES

*other duties as assigned*

The Customer Care Representative 1 will display a high level of compassion on a daily basis showing empathy, sympathy, and developed coping skills to maintain professionalism in every situation over the phone. This individual will treat every claimant with a high level of integrity demonstrating accountability; respectful and reliable. Willingness to help teammates while accepting other duties as assigned, as needed. Demonstrate a strong worth ethic, the ability to self-motivate and work well independently, while being focused and disciplined in a professional environment. Provide effective verbal and written communication skills timely while providing excellent customer service. Use judgment with a sense of urgency to make accurate decisions and utilizes available resources. Has the ability to multitask, remain organized and be detailed oriented, takes initiative and able to adapt to different working environments. This position will manage inbound calls for claimant related leaves and/or Intake applications, and perform outbound voice work tasks related to selected clients and claimants.

Duties and Responsibilities:

• Answer inbound calls from clients and claimants across the country
• Accurately file and document client/claimant specific information into the applicable system
• Adhere to all department standards
• Respond to client and claimant inquiries in a timely and efficient manner
• Consistently deliver exceptional customer service. Measured by the results of our Quality Monitoring program
• Ability to communicate effectively with all levels of management.
• Demonstrate confidence, strong decision quality and sound judgment when assisting claimants.
• Resolves routine administrative technical issues for applicable source systems
• Answer related claims questions for applicable clients specific to the Intake process and reporting time
• Responsible and accountable for maintaining and protecting personal health information. Must maintain a high level of confidentiality and abide by HIPPA rules and regulations
• All other duties as assigned

Education, Qualifications and Experience:

• GED or High School Diploma
• Demonstrated excellence in providing customer-service (preferably a call center)
• Exceptional interpersonal communication skills and the ability to work with a diverse workforce.
• Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel and Outlook).
• Type at least 40-wpm
• Demonstrated excellence in verbal and business writing skills, and reading comprehension.
• Proven experience in providing quality customer service
• Experience using web based programs
• High Speed home internet installed for Remote/Telework*

Key Competencies:

• Strong customer service skills: Polite, Friendly, and Helpful
• Basic technical knowledge of computer functions
• Ability to type and talk
• Proven patience and understanding
• Active listening skills
• Strong attention to detail
• Demonstrated compassion
• Ability to work independently
• Ability to communicate effectively in both verbal and written interactions
• Ability to handle confidential information with the utmost judgment and discretion

Ability to Travel: None

PHYSICAL REQUIREMENTS

When used in the description below, the following terms are defined as:

“Occasional”: done only from time to time, but necessary when it is performed

“Frequent”: regularly performed; generally an act that is required on a daily basis

“Continuous”: typically performed for the majority of an employee’s shift

Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objecting and otherwise using primarily the fingers rather than the entire hand.  Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones.  Reliance Matrix will provide qualified employees with a reasonable accommodation in accordance with applicable law.

CORE VALUES

• Collaboration
• Compassion
• Empowerment
• Integrity
• Fun

The above