Job Summary:
This position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional and accurate manner and resolving service concerns while documenting customer requests, and completing changes to policies.
Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.
Key Responsibilities:
- Resolve routine, complex, and unique questions/issues.
- Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
- Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.
- Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for...