Service Center Assistant

Description:WFH Service Center Assistant position. Inbound call handling. PRIMARY PURPOSE: To expedite the claims application process; to ensure correct case assignment; and to act as a customer liaison in assisting the customer with the correct contact person to resolve problems and/or questions. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Acts as primary liaison with customer in solving problems related to the application process and service. Communicates clearly and professionally with the customer by telephone and/or written correspondence regarding all aspects of claims process. Educates and informs the customer by telephone, written correspondence and/or the claims system about the documentation required to process a claim, required time frames, payment information and claim status. Enters verbal and written application information that meets both the internal and external customer's requirements accurately into the claims management system. Assigns new claims to the appropriate claims handler. Directs customer calls to the correct person at all locations. Participates in and maintains a quality service culture within the Customer Service Team. Attendance during scheduled work hours is required. ADDITIONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned. Supports the organization's quality program(s). Requirements: WFH Service Center Assistant position. Inbound call handling. A drug screen 5 panel is required with criminal screening to be completed prior to starting. Length of assignment: preferably 120 days - reevaluate for extension 100% Remote Class start on 10/4 (system setup) Training is M-F from 8-4:30 EST WORK SHIFTS: MUST BE ABLE TO WORK - 8a-430p EST, 11:30a-8p EST or 10:00a-6:30p EST with 30min lunch. QUALIFICATIONS Education & Licensing High school diploma or GED required. Experience One (1) year customer service experience or equivalent combination of education and experience preferred. Experience in an inbound call center preferred. Skills & Knowledge Knowledgeable in disability plan eligibility, coverage and benefits Good customer service skills Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office product Strong organizational skills Good interpersonal skills Ability to work in a team environment Ability to meet or exceed Performance Competencies WORK ENVIRONMENT When applicable and appropriate, consideration will be given to reasonable accommodations. Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines Physical: Computer keyboarding, travel as required Auditory/Visual: Hearing, vision and talking The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time. Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Created: 2024-10-19