Policyholder Services Backoffice Administrator (Onsite - Springfield, MA)

Department: Customer Service

Employment Type: Permanent - Full Time

Location: Springfield, MA

Reporting To: Kelly Brewster

Compensation: $18.00 / hour

Description

Our StoryImagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America, we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.
What's in Store
We are on the lookout for a Policyholder Backoffice Administrator (“PHS Admin”) who will be responsible for uploading and responding to emails and data entry (process and scanning) of all incoming checks in a timely and professional manner. This is an onsite position in Springfield, MA. This position requires a commitment to client sensitivity, attention to detail, service, and guideline adherence. This position requires a willingness and ability to work independently to stay on task and to perform work within the allotted timeframe.

Key Responsibilities

1) Provide exceptional service in administrative role

• Accurate and timely processing of payments and documents on behalf of policyholders 
• Utilize written skills to communicate with policyholders and/or their representatives in writing, as well as with internal co-workers
• Professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures 
• Communicate with policyholders by telephone as necessary to correctly service incoming requests

2) Complete document processing in an efficient and effective manner

• Scan and processing incoming checks via bank scanner and data entry
• Update and change customer contact and policy information with accuracy 
• Respond to all written inquiries, communicating clearly and with proper grammar

3) Meet or exceed all established minimum expectations/metrics and goals for the position

• Meet or exceed standards for productivity and quality as established for the role
• Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws
• Ensure smooth transition of inquiry to appropriate department if/when necessary
• Perform other duties as assigned

This is a full-time, onsite position located in Springfield, MA. 

Skills, knowledge & expertise

• High School education/GED required; post-secondary degree preferred
• Prior customer service experience required; insurance or medical background preferred
• Organizational experience with an eye for detail
• Understanding of medical terminology, health insurance, claims, and/or LTC preferred
• Proficient computer skills and experience in Microsoft Office products required
• Proven interpersonal, verbal, telephonic, and written communication skills with ability to type 35 wpm 
• Must possess a high degree of tact, empathy, and professionalism when dealing with all customers
• Must utilize active listening skills with ability to ask appropriate questions to fully understand the need/s 
• Effectively relay complex insurance information and policy language into basic understandable concepts
• Ability to apply learned principles to specific and unique circumstances
• Effectively respond to written communication utilizing proper grammar and punctuation 
• Detail oriented with ability to work independently as well as part of a team
• Solid knowledge of Microsoft Office products with ability to learn new system applications quickly 
• Ability to toggle between multiple screens while speaking with customers and documenting the system
• Proactively provide creative and analytical recommendations to management for process and performance improvement

Benefits

BenefitsAt Davies North America, we are dedicated to supporting the well-being and future of our qualifying employees. Our comprehensive benefits package includes:

• Medical, dental, and vision plans to ensure your health and that of your family.
• A 401k plan with employer matching to help you build a secure financial future.
• Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our comm