\u003cp\u003eSummary \u003cbr /\u003eUnder the direction of the Assigned Management, this position resolves customer inquiries via telephone, email, walk-in, and mail. Inquiries may be regarding plan benefits, claim payments and denials, and eligibility in accordance with custom designed benefit plans. The Customer Service Representative meets the statistical goals of the position. \u003cbr /\u003e \u003cbr /\u003eEssential Responsibilities/Accountabilities \u003cbr /\u003eLevel I \u003cbr /\u003e\u0026bull; Researches and responds to inquiries via telephone, email, walk-in, and mail from internal and external customers in accordance with custom designed benefit plans. \u003cbr /\u003e\u0026bull; Meets set statistical performance measures. \u003cbr /\u003e\u0026bull; Acts as a liaison between customers, internal departments, vendors, and business associates. \u003cbr /\u003e\u0026bull; Participates in ongoing training to further knowledge of regulations, software systems, policies and procedures, and develop skills to accurately fulfill requirements of the job. \u003cbr /\u003e\u0026bull; Adheres to all Customer Service policies and procedures. \u003cbr /\u003e\u0026bull; Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies\u0026rsquo; mission and values and adhering to the Corporate Code of Conduct. \u003cbr /\u003e\u0026bull; Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. \u003cbr /\u003e\u0026bull; Regular reliable attendance is expected and required. \u003cbr /\u003e\u0026bull; Performs other functions as assigned by management. \u003cbr /\u003e \u003cbr /\u003eLevel II \u0026ndash; performs similar functions as level I and can be differentiated by: \u003cbr /\u003e\u0026bull; Performs the above for multiple lines of business to include, but not limited to, health coverage, flexible spending, 401(k) plans and payroll, or Premium Billing. \u003cbr /\u003e\u0026bull; Handles more complex or higher profile clients of the company with the expectation of a higher standard of performance and level of support. \u003cbr /\u003e\u0026bull; Assists with the training of other team members. \u003cbr /\u003e \u003cbr /\u003eMinimum Qualifications \u003cbr /\u003eNOTE: \u003cbr /\u003eWe include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities. \u003cbr /\u003e \u003cbr /\u003eLevel I \u003cbr /\u003e\u0026bull; Associate\u0026rsquo;s degree in Business Administration or related field with a minimum of six months\u0026rsquo; work experience. In lieu of degree, a minimum of two years\u0026rsquo; experience working in a customer service setting/environment. \u003cbr /\u003e\u0026bull; Successful completion of the Customer Service Training. \u003cbr /\u003e\u0026bull; Ability to multi-task in a fast-paced environment while maintaining high accuracy. \u003cbr /\u003e\u0026bull; Excellent oral, written, and listening skills. \u003cbr /\u003e\u0026bull; Capability to handle stressful situations in a professional manner. \u003cbr /\u003e\u0026bull; Ability to respond to all inquiries in a calm, polite, professional and courteous manner. \u003cbr /\u003e\u0026bull; PC skills required. \u003cbr /\u003e\u0026bull; Work occasional overtime as required to meet business needs. \u003cbr /\u003e \u003cbr /\u003eLevel II \u0026ndash; requires similar qualifications as level I, as well as: \u003cbr /\u003e\u0026bull; Associate\u0026rsquo;s degree in Business Administration or related field with a minimum of eighteen months work experience. In lieu of degree, a minimum of three years\u0026rsquo; experience working in a customer service setting/environment. \u003cbr /\u003e\u0026bull; Successfully performed all responsibilities and measures of the Customer Service Level I position. \u003cbr /\u003e \u003cbr /\u003ePhysical Requirements \u003cbr /\u003eMust be able to function for long periods of time sitting at a desk using a keyboard. \u003cbr /\u003eWill need the ability to use a headset to listen to customer conversations. \u003cbr /\u003e \u003cbr /\u003e************ \u003cbr /\u003e \u003cbr /\u003eThe Lifetime Healthcare Companies aim to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve. \u003cbr /\u003e \u003cbr /\u003eOur mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce. \u003cbr /\u003e \u003cbr /\u003eOUR COMPANY CULTURE: \u003cbr /\u003eEmployees are united by our Lifetime Way Values \u0026amp; Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits. \u003cbr /\u003e \u003cbr /\u003eIn support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. \u003cbr /\u003e \u003cbr /\u003eEqual Opportunity Employer\u003c/p\u003e
Website : http://www.ebsrmsco.com
EBS-RMSCO, Inc. was created in 2008 through the merger of EBS Benefit Solutions, Inc. and RMSCO, Inc., although EBS Benefit Solutions was established in 1974 and RMSCO was established in 1981. EBS-RMSCO is a progressive, diversified employee benefits administration and risk management firm, with primary offices in Albany, Buffalo, Rochester, and Syracuse, NY, and branches in New Jersey and New England. Our 350 employees provide innovative employee benefit and risk management solutions to nearly 3,000 clients throughout the United States.