Customer Service Representative

Job Details Locations PA - Newtown Square Job

ID 31874

Description and Requirements General Description:

Provide a high level of customer service and client retention. Demonstrate thorough knowledge of all programs, client base, and systems. Maintain a working knowledge of all operations in the department.

Responsibilities:

• Professionally handle all incoming and outbound client calls. Includes documenting, researching, completing forms, and following up as needed.
• Work with customers and carriers to resolve claims issues for assigned clients.
• Process all incoming work volume within the established goals and parameters.
• Review pending client issues to ensure completion and follow up on open items. Includes acknowledgement within 24 hours and follow-up/resolution within 3 business days.
• Contribute to the team's customer service phone goals for Average Speed of Answer and Abandonment Rate.
• Consult with assigned clients on annual open enrollment renewal. Includes options and alternative carriers.
• Assist with accounting related tasks. Includes contacting clients with delinquent and non-payment accounts to obtain payment. Generate billing discrepancies reports and correct billing errors.
• Assist account executives and sales producers with client issues and sales support tasks.
• Support assigned team in new business case implementation and/or existing customer changes. Includes assistance as needed with set up of ancillary accounts.
• Complete outreach calls to new clients during their transition to USI, including:
• Proactively contact for renewal and retention of all assigned accounts.
• Follow-up with clients requesting cancellations.
• Provide monthly report of accounts, including cancellation reason.
• Demonstrate thorough knowledge of all assigned clients. Includes key contacts within a company or association, product lines, and processing procedures.
• Make scheduled courtesy calls to assigned accounts.
• Maintain strong relationships with carriers.
• Advise management of escalated system issues affecting retention and service levels.

Knowledge, Skills, and Abilities:

• 2 years + of insurance experience.
• High school diploma or equivalent required.
• Must hold a current insurance license or willing to obtain.
• Comfortable with internet-based programs and Microsoft Office products.
• Detail oriented and prioritizes accuracy.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational, multi-tasking, and prioritizing skills.
• Ability to work in a team environment and across all organizational levels.
• Ability to be flexible and adaptable to changing priorities and deadlines.
• Ability to follow policies, procedures, and regulations.

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time .