APL CA Admin Representative

About the role

Possesses expert knowledge of multiple products and services to independently handle the most complex situations on multi-channel and omni-channel Customer communications that are addressed and responded to consistently and timely in a manner which satisfies Customer needs and retains business; serves as a subject matter expert of the most complex situations for review and possesses the ability to adjudicate disability and supplemental medical and other claim types when appropriate; knowledgeable of group and individual policies, displays a high degree of evaluation and analysis to provide recommendations and resolution to the most complex situations.

Responsibilities

• Acts independently in a professional, knowledgeable, positive, timely and customer-focused manner.
• Works effectively under pressure when needed in a very fast-paced environment.
• Demonstrates a consistent proactive approach for problem solving, providing solutions and proactively informing leadership immediately if repetitive issues arise;
• Utilizes the ability to independently research and analyze complex Customer complaints to provide the best possible Customer Experience.
• Consistently follows and adheres to stated department metrics such as minimum call flow accuracy levels, schedule adherence and availability requirements.
• Achieves a minimum number of multi-channel and omni-channel Customer communications to include Customer escalations while working with leadership to ensure average handle times and after call work times at individual and team levels are met.
• Provides training and development of other team members as well as acts as primary point of contact for escalated Customer communications; helps to identify opportunities for improving overall team performance, all while consistently and accurately possessing and sharing a positive, collaborative tone which supports the team and departmental culture.

Requirements

• Bachelor’s Degree From Four-Year College or University
• If commensurate experience is acceptable in lieu of specific education requirement, please describe: In lieu of Bachelor's degree, position requires 5-7 years of Customer focused and/or customer service experience
• Excellent verbal and written communication skills with the ability to explain complex situations in a clear format
• Ability to deliver constructive feedback
• Interpersonal skills and the ability to develop and maintain relationships with peers and leaders
• Ready and willing to take ownership of department operations when appropriate
• Good organizational, administrative and time management skills
• Ability to be action oriented and focus on timely completion of tasks
• Excellent decision quality
• Exceptional skills in keyboard, PC Windows-based software and Microsoft Office
• Drive for results through self-motivation and attention to detail
• Creative in finding solutions to Customers needs
• Critical thinking
• Active listening skills
• Adaptability, stress tolerance, empathy and resilience
• Ability to be flexible in work schedule, including reliability and a willingness to work overtime as needed
• Keeps composure and retains a positive tone and attitude
• Compassion for Customers with their changing needs
• Focused on providing the best Customer Experience

Skills

• May need the ability to speak Spanish

Benefits

Compensation range: ($60,747.36-$99,302.18) plus may be eligible for an annual discretionary company bonus. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and geographic location.

Schedule

For a general description of all employment benefits, click here.