Customer Service Representative

A-G Specialty Insurance, LLC designs, markets and underwrites specialty sports, accident, and general liability insurance products. We have been in operation since 1983 and are nationally recognized as a leader in the sports insurance industry.

Job Summary

The Customer Service Representative is the first line of triage for our company and will handle claim status requests, general company questions, policy coverage inquiries, all with the highest degree of courtesy and professionalism. This role will also be the main contact for A-G’s Post-Eligibility Insurance Program, which supports student-athletes beyond their playing days. A successful candidate will work to resolve all claim inquiries independently, offering alternative solutions where appropriate, with the objective of customer satisfaction and client retention.

Essential Duties & Functions

Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Responds to customer inquiries/information needs via phone, email and chat
• Provide a positive customer experience to all A-G customers, both internal and external
• Document all external communications as well as responses and actions taken
• Identify and prioritize issues or complaints and provide appropriate resolution and follow through
• Initiate requests for proper documentation in order to assist the adjudication process
• Establish and maintain effective relationships with customers, clients, patients, and providers to ensure an overall positive customer service experience
• Understand A-G’s post-eligibility insurance program and respond to all customer inquiries regarding the program
• Work closely with Claim Examiners handling the post-eligibility insurance program to understand specific policy benefits and claim details
• Utilize and manage time effectively to ensure the required service levels for calls and emails are met
• Assist Claim Support and Claim Services to troubleshoot any potential error in the claim submission process
• Escalate inquiries and complaints when required to the Manager

Job Skills

• Excellent communication, both written and verbal
• Strong listening and problem-solving skills
• Professional and positive attitude
• Strong respect for confidentiality and knowledge of HIPAA guidelines
• Effectively operate computer and phone systems and applications including Microsoft Office suite of products
• Ability to work as an individual contributor and as part of a team

Job Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required/Preferred Education and Experience

Required Education: High School Diploma or equivalent experience

Required Experience: 1-3 years Customer Support/Service work experience

Preferred Education: Associates Degree or higher in Communications, Business, Insurance or other related fields

Preferred Experience: Medical Billing & Coding experience

Language Requirements:

• Fluency in both English and Spanish is required.
• Must be able to effectively communicate in both languages with customers over the phone and via email while maintaining professional and positive attitude and customer satisfaction.

Position Type and Expected Hours of Work

This is a full-time position. It can be a fully remote or hybrid role. Office hours at A-G are Monday through Friday from 8:30 AM to 5:00 PM EST, however, calls are answered 8:30 AM to 6:00 PM so an alternative schedule may be required. Schedule will be determined on the need of the business and discussed between Supervisor & employee.

Travel

Limited travel would be encouraged for trainings or team meetings. This would be discussed ahead of time and agreed upon between both Supervisor and employee.

EEO Statement

A-G is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation based on the following protected classes: age (40 and older), race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, or any other status protected by federal, state, or local laws. A-G is dedicated to the fulfillment of this policy in regard to all aspects of employment, including, but not limited to, recruiting, hiring, placement, transfer, training, promotion, rates of pay, other compensation, termination, and all other terms, conditions, and privileges of employment. A-G will conduct a prompt and thorough investigation of all allegations of discrimination, harassment, or retaliation, or any violation of the Equal Employment Opportunity Policy in a confidential manner. A-G will take appropriate corrective action, if and where warranted. A-G prohibits retaliation against team members who provide information about, complain about, or assist in the investigation of any complaint of discrimination or violation of the Equal Employment Opportunity Policy.