A11202 - Customer Care Professional I - A
Posted Updated
illumifin is an insurance technology company and third-party administrator that designs, develops and delivers tech-enabled insurance policy management software and services that provide unrivaled value for insurers.
We combine insurance insight, operational excellence and technology innovation to build solutions that deliver high performance and position insurers for the digital world. illumifin is primarily focused on the North American life, long-term care, annuity and health markets. We believe in true partnerships with our customers and are passionate about insurance.
This position provides telephonic customer service to Long Term Care policy owners, financial representatives/agents and client representatives.
RESPONSIBILITIES
1. Answers and responds to telephone and/or electronic inquiries regarding Long Term Care benefit administration, policy owner eligibility and claims processing.
2. Documents all calls and related correspondence using the LTC insurance system or other proprietary tools and office processes; document follow-up calls, voicemails and any other pending service requests.
3. Provides prompt, courteous and excellent service to internal and external customers at all times. This includes an obligation to actively cooperate and interact with other departments to advance the overall interest of the company.
4. Identifies service opportunities and suggests innovative ideas for improvement.
5. Handles multiple products and services intermittently while meeting established service requirements and standards.
6. Acts with a sense of urgency and takes ownership regarding aspects of call management and escalation of issues.
7. Ensures issues are referred to appropriate areas; leveraging internal relationships to ensure efficient issue resolution; involves leadership when necessary.
8. Other duties and projects as assigned, including assisting with the production of Policy Owner Services duties as required. This includes updating databases and recording information in the proper location.
1. Answers and responds to telephone and/or electronic inquiries regarding Long Term Care benefit administration, policy owner eligibility and claims processing.
2. Documents all calls and related correspondence using the LTC insurance system or other proprietary tools and office processes; document follow-up calls, voicemails and any other pending service requests.
3. Provides prompt, courteous and excellent service to internal and external customers at all times. This includes an obligation to actively cooperate and interact with other departments to advance the overall interest of the company.
4. Identifies service opportunities and suggests innovative ideas for improvement.
5. Handles multiple products and services intermittently while meeting established service requirements and standards.
6. Acts with a sense of urgency and takes ownership regarding aspects of call management and escalation of issues.
7. Ensures issues are referred to appropriate areas; leveraging internal relationships to ensure efficient issue resolution; involves leadership when necessary.
8. Other duties and projects as assigned, including assisting with the production of Policy Owner Services duties as required. This includes updating databases and recording information in the proper location.