What are the responsibilities and job description for the Customer Service Representative - Complex - Flex Billing position at American Fidelity?
Provide 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.
Handle 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.
Take 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.
3 years Customer Service and/or COBRA , EBA experience required. Associate Degree acceptable in lieu of experience.
Excellent Customer Service Skills
Excellent math skills
Excellent analytical skills
Advanced communication skills
Excellent writing skills
Advanced interpersonal skills
Advanced coordination and collaboration skills
Exceptional professional attire and demeanor
Strong knowledge of Qualified retirement accounts
Strong knowledge of Universal Life, Dynamic Life, Security General Life, Single Deposit Life Annuity, Ordinary Life, and Variable and Fixed Annuity products
Proven ability to work in a high volume, quick paced production environment
Known and demonstrated ability to be prompt and accurate with work product
Proven ability to change and demonstrated openness to change
Strong leadership skills
Proven ability to multi-task and achieve stated goals
May require excellent knowledge of IRS Code S125 rules and regulations
May require COBRA / EBA knowledge and/or certification
May require proven bilingual skills (verbal and/or written communications)
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