Group Insurance Customer Service Senior analyst

Gratitude Inc

752 Views

15 hours ago

1-3 Year(s)

₱ 10 - ₱ 20K p.a

Job Description

Key Skills

CRM (Customer relationship Management) Customer Service Data gathering Data interchange Data Anaytics customer service analyst

2 candidate(s) have already applied for this Job. Apply now

equired Experience and Skills:

> Minimum of 6 months of supervisory, team lead or subject matter expert experience in contact center services

> Holds a University degree

Strong leadership, coaching and mentoring skills

Working knowledge in Telephony Systems & Technology

> Excellent written and verbal communication skills in English. Must pass Berlitz B2 or Versant score of 58 and above or equivalent B2

proficiency level from other language proficiency assessment (LPA) process following the Common European Framework for Reference

(CEFR) for English Language upon hire

Excellent computer navigation and data organizational skills with ability to learn new systems, tools, applications

Strong customer service focus:

Ability to empathize and prioritize customer needs

Strong probing skills

Has strong active listening skills, patience & is action-oriented

Good understanding of phone etiquette and call handling techniques

Strong documentation skills/written communication skills

Critical thinking skills or ability to gather and analyze facts/data to make a decision from judgment

Ability to multi-task: effectively rotate concentration smoothly and entirely from one activity to another

Strong attention to detail and time management skills

Preferred Experience and Skills

> Working knowledge of Life and Disability insurance management process and ability to interpret and apply member contracts and

benefits

>Knowledge of ICD-9 and ICD-10 and CPT codes

> Experience in medical or insurance field

Requires minimal instruction on daily work tasks and

a moderate level of instruction on new assignments

OVERALL PURPOSE OF THE JOB:

Effectively leads a team of customer service representatives to meet set goals and ensure compliance with Accenture policies and

Client Contact Center Management processes.

Responsible for serving as a team lead providing support to non-clinical and client teams. Assists with the promotion of quality

claimant outcomes, optimizing claimant benefits, and promoting the effective use of resources. Supports the procedures that ensure

adherence to policies and claimant benefits in providing service that is appropriate, high quality, and cost effective. Includes oversight

of the following functions in all or part:

Contact Center Services for Group Life and Group Disability Insurance: Handles customer service inquiries via the telephone

and/or email and performs variety of complex clerical or administrative support functions which requires the knowledge and

understanding of Group Insurance policies for Life and Disability Insurance.

Role

Customer Service Executive -Technical

Timings

US-Type Shift (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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