Senior Customer Service Specialist - Claims Call Center

Senior Customer Service Specialist

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, a culture of learning, and a fast-paced environment. This is a hybrid position with 3 days in-office. Join our team to help make a difference in the lives of others!

About Continental General:

The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 100,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

The Position:

We are looking for a full-time Customer Service Representative to answer and respond to inbound telephone inquiries from policyholders or their representatives, and to provide a commitment to exceptional customer service relating to their insurance policy inquiries.

Responsibilities:

• Actively seeks information to understand customer’s circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries / issues. Shares and / or conveys routine and non-routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.
• Maintains, updates and monitors customer account information.
• Interacts with customers to provide information in response to routine and non-routine inquiries (telephone, email, mail, etc.) about products or services.
• • Resolves moderately complex to complex incoming customer requests.
  • Maintains product knowledge to confirm and discuss moderately complex information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent.
• Researches and resolves moderately complex to complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues.
• Responds to correspondence, complaints and information requests via telephone, e-mail, fax or regular mail.
• Utilizes computerized system for tracking, documenting questions / responses, information gathering and / or troubleshooting.
• May be responsible for the processing of moderately complex to complex transactions on customers’ accounts. Transaction processing may be specified by authority / guidelines.
• Applies knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines.
• Perform other duties as assigned.

Requirements:

• Ability to communicate clearly and effectively, both verbally and in writing.
• Ability to handle customer interactions in a calm, professional, friendly and patient manner.
• Ability to quickly adapt to changes either within the department or during the daily work assignments.
• Excellent organizational, multitasking, the ability to prioritize, and great time management skills.
• Attention to detail.
• Ability to work independently and in a team environment and display a positive attitude in an effort to meet department goals.
• Ability to work within a Windows Operating system and Microsoft Office Products.
• Regular attendance, punctuality and phone availability is essential.
• Pass a pre-employment criminal background check and drug test.
• Ability to engage on phone to answer questions.

Required Skills and Qualifications : Education and Experience:

• High school diploma or equivalent.
• 2 to 4 years of call center customer service experience.
• Long Term Care, Life & Annuity Insurance industry background is preferred.
• Ability to meet deadlines and to manage multiple priorities
• Excellent problem solving skills
• Great Customer Service Skills