Customer Care Specialist

About the role

ARAG is seeking Customer Care Specialists who are service-minded, enthusiastic, and dedicated to providing excellent customer service. This role involves engaging with ARAG plan members and network attorneys over the phone to address their needs and concerns.

Responsibilities

• Provide exceptional customer service to plan members and network attorneys via the telephone.
• Offer information on how to access and use our website.
• Answer enrollment and eligibility questions and explain the value of the legal plan.
• Explain the details of the legal plan and how to utilize the legal plan.
• Determine accurate coverage.
• Handle minor customer complaints.
• Actively listen and engage with our customers in positive and inviting tones.
• Show empathy and concern for our members.
• Identify customer needs and obstacles and take the necessary steps to problem solve.
• Maintain department performance standards including quality assurance goals.
• Comprehend complex legal matters, endorsements, and processes.
• Critically evaluate information being provided and ask relevant questions that help determine coverage.
• Apply detailed knowledge of products and plan designs for each unique situation and offer options available that benefit the customer.
• Work as a fiduciary of the company and navigate coverage denials when present.
• Ability to de-escalate upset members and provide assistance or guide them to the appropriate resources.
• Serve as a positive role model by representing ARAG.
• Other duties as assigned.

Requirements

• Understanding and commitment to the customer experience.
• Basic knowledge of insurance and/or the legal system preferred.

Skills

• Ability to work in a fast-paced environment; handling 50+ calls per day.
• Active listening with the purpose of understanding.
• Clear and intelligible speaking voice.
• Excellent grammar and spelling skills.
• Strong computer skills including Microsoft Office applications.
• Ability to multi-task in a fast-paced environment.
• Ability to maintain composure and emotional reactions in elevated situations.
• Ability to de-escalate upset callers.
• Analytical ability to determine coverage based on policy provisions.
• Motivation to exceed customer's needs and expectations.
• A positive, enthusiastic, and cooperative approach to both the callers and the team members.
• Identify trends and gaps to proactively solve problems.

Qualifications

• High School Diploma.
• 1+ years customer service experience required.
• Prior telephone experience preferred.