What are the responsibilities and job description for the Customer Service Representative position at Summit Financial Group, Inc.?
JOB SUMMARY/ORGANIZATIONAL IMPACT: The Client Service Representative (“CSR”) supports Account Managers in Employee Benefits as a resource for clients and their employees to contact for questions regarding their benefits and to address and resolve issues. They also process enrollment changes and assist with the renewal process. They should be proficient in benefits, claims and billings, and always act professionally and have a strong desire to help others.
PRIMARY RESPONSIBILITIES/ ESSENTIAL FUNCTIONS:
- Monitor and respond to customer inquiries thoroughly, accurately and timely, providing first contact resolution whenever possible
- Follow up on requests to make sure they were completed appropriately
- Provide customer service with a professional, courteous and empathetic attitude; building a positive relationship with our clients and their employees
- Collaborate with account management associates to prioritize issues, and keep them informed of the status
- Document all contact and tasks in CRM and effectively communicate open issues and updates with account managers
- Process employee enrollment changes with carriers and record confirmations
- Assist with pre and post-renewal processes and client communication
- Gain a sound working knowledge of the carriers and other vendors including basic contractual language and terminology
- Perform related responsibilities and general administrative duties as required or assigned.
REQUIRED QUALIFICATIONS:
Experience:
- Prior health insurance customer service and claims experience preferred
- Previous office experience
- Experience using Microsoft Office suite, Office365 experience preferred
- 2 years using Excel
Education Required:
- High school diploma or equivalent; bachelor’s degree preferred
Certifications/Licenses:
- Active state life, accident and health license preferred; must be able to secure license within 60 days