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The Customer Service Group Life Insurance Associate will provide call center functional and/or technical support for a Group Life and Group Disability Insurance client.
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Key Responsibilities
- Handles customer service inquiries via telephone and/or email and performs variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Life and Disability
- Will support the resolution of customer problems, incidents, issues, requests and queries
- Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner
- Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
- Manages incoming telephone calls, emails, and/or faxes for the following lines of business: Life Insurance (Enrollment Support, Web Support, Medical Underwriting Inquiries, Account Maintenance, Billing, Continuation Options and Benefit Administration Support), Disability Insurance (Web Support, Claim Intake with Disability and FML), Absence Reporting (Claim Maintenance, Extension, Dr Info, etc.), Claim Payment Inquiries (STD/LTD), and Claim Approval Status
- Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency
- Able to learn and be proficient with client's incident management and knowledge management tools, client information systems, and service desk procedures
- Demonstrates understanding of the customer's business needs as trained and maintains high customer satisfaction ratings
- May perform follow up on incidents with customer to ensure customer satisfaction
- May support reporting functions providing end of day status, data for weekly status reports, etc.
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Qualifications
Job Requirements
- Ability to work overnights and/or weekends.
- Minimum 1 year of experience in a call center environment
- Minimum 6 months of experience in the insurance industry management process interpreting and applying member contracts and benefits
- Experience in the medical or insurance field
- Experience with reporting
- Experience in a BPO/BPS environment
- Excellent written and verbal communication skills in English and/or Spanish
As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $36,000 - $49,699 and information on benefits offered is here.
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