Annual Enrollment Client Service Rep I

Essential Responsibilities

• Answers questions and resolves issues based on phone calls, emails, internet inquiries from members, clients and others while maintaining consistent quality.
• Research and respond to enrollment issues.
• Provide problem resolution by effectively communicating with other departments, product vendors, and the participant or client.
• Receive, distribute and/or own tasks including resolution and appropriate customer support.
• Effectively document and track contacts with participants, clients and vendors.
• Ensure all interactions with customers (both internal and external) are professional and courteous.
• Escalate appropriate referrals, complaints, grievance and appeals according to client requirements.
• Educate participants, clients and others on self-service options.
• Affix daily, weekly or monthly reports.
• Update member data including dependents, change of addresses, etc., ensuring data integrity.
• Complete tasks, generate letters and file associated paperwork.
• Effectively interact with all team members for purpose of resolving participants' or clients' needs.

Operations

• Generate reports and complete projects in conjunction with Team or Client Services.
• Aid with customer tours or audits as requested.
• Utilize computer systems and reports to support customer needs.
• Affix account transition and training requirements.
• Handle account changes such as benefit level, plan selection, consolidations.
• Ensure data integrity.
• Other duties as assigned.

Qualifications

• Demonstrate a strong customer service focus.
• Effective verbal and written communication skills.
• Attention to detail and accuracy.
• Analytical skills.
• A positive, helpful approach to problem solving.
• Excellent listening and probing skills.
• Intermediate skills in Microsoft Office Suite including Excel.
• Above average keyboarding skills.

Attendance Requirements

• Excellent attendance and punctuality are essential.
• Must be available to work any 8 hour shift anytime between 7:00am - 8:00pm, Monday through Friday.