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Associate Insurance Specialist

This job is responsible for providing front line insurance customer service by direct contact with clients and customers.  This is principally done through receiving or placing telephone calls, electronic mail, fax or regular mail.  This position works with the more complex company products and services and client relationships.  Most of these activities follow standard procedures and policies.

Key Responsibilities: 

  • Responsible for processing a high volume of inbound and outbound calls from insured’s and other internal areas

  • Provides status on existing coverage to customers by responding to their questions on coverage, billing, premium and procedures

  • Reviews policy applications and supporting documentation for completeness and accuracy

  • Code, input and set up new claims and cancellations

  • Process undeliverable mail

  • Updates system in order to maintain data integrity of information

  • Resolution of customer issues and refers escalated items to higher levels for guidance

  • Researches information in order to provide customers with accurate coverage and policy or benefit information

  • Corrects system errors

  • Maintains client relationships via quality customer service and timely processing of additional request through fax/email (changes, cancellations, etc.)

  • Knowledgeable of complex products related to inclusive card benefits business and additional product/services associated with the company

  • Follows standard procedures and guidelines

  • Other duties as assigned by management and may support other departmental areas based on business need

  • Knowledgeable of multiple applications including client, mainframe and web-based systems

Required skill/experience: 

  • High School/GED or equivalent work experience

  • 1-2 years of customer service-related experience

  • Knowledge of Insurance Industry

  • 1 year experience in a call center environment and importance of service standards

  • Computer literate with emphasis on Microsoft Office software and Windows     

Preferred Experience, Skills, and Knowledge:

  • Develops a basic understanding of the inclusive card benefits/insurance process.

  • Must have good verbal and written communication skills.

  • Understanding of systems and utilizes them effectively to resolve customer issues.

  • Utilizes multiple systems to research coverage and coverage related questions.

  • Learns how to assess customer needs.

  • Knowledge of insurance claims documents

  • Experience using Salesforce

  • Intermediate Microsoft Word

  • Intermediate Microsoft Excel

  • Ability to prepare a mail merge using Microsoft Word and Excel

  • Strong typing, alphanumeric data entry

Work remote temporarily due to Covid-19

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