Job Description

Pro

vide complex service to internal and external Customers, which may include employer groups, Account Managers, Brokers, employee/participant Customers, and/or individual policyholder, utilizing excellent verbal and written communication skills; resolves the most complex Customer inquiries and completes the most complex Customer service requests independently, with specific attention to detail, accuracy and timely handling in accordance with the business units operating practices and administrative procedures. Interprets and accurately applies regulatory and insurance laws as necessary based on complex Customer inquiries and/or service requests.
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dle the most complex work assignments, works independently and serves as a mentor / guide to other Customer service Colleagues. Determines the correct process or procedure to utilize within existing procedures, ensures Customer data is handled accurately and securely; works autonomously, and with other Colleagues, to establish new processes and procedures needed to ensure Customer requests and Customer data are handled timely, accurately and in a manner which exceeds Customer expectations. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time. *Ta

e appropriate action to handle escalated Customer situations for routine, moderate, complex and the most complex issues to ensure the Customer is served in a manner which meets or exceeds their expectations. Typically acts as a lead, may coordinate the work of other team or department Colleagues in an effort to support the Team Lead or Department Manager. Exhibits expertise in a variety of work processes and procedures developed through a combination of job-related training, and considerable on the job experience. Anticipates patterns with regards to Customer service and Colleague processes; looks beyond the immediate problem to wider implications and generates new, innovative solutions, to complex problems or Customer issues. Attends training, including leadership training, often serves as the go to Colleague for LEAN and special project teams. Ext

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