The
Customer Service Voluntary Benefits Associate
will provide call center functional and or technical support for a Voluntary Benefits client.
 

Key Responsibilities

Handles customer service inquiries via telephone and or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits.
Will support the resolution of customer problems, incidents, issues, requests, and queries
Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner
Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits 
Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency
Able to learn and be proficient with client s incident management and knowledge management tools, client information systems, and service desk procedures
Demonstrates understanding of the customer s business needs as trained and maintains high customer satisfaction ratings
May perform follow up on incidents with customers to ensure customer satisfaction
May support reporting functions providing end of day status, data for weekly status reports, etc.