What are the responsibilities and job description for the Insurance Customer Service Representative - NHPBA position at Baldwin Group Colleague, Inc.?
National Health Plans & Benefits Agency, LLC is a leading provider of individual health insurance products, predominantly for individuals under 65. With over 2,000 agent relationships across the United States, NHPBA is a community of highly driven professionals who are passionate about generating growth and finding creative solutions to overcome whatever challenges they face. NHPBA’s mission is to provide the best benefits for all income levels while simultaneously generating high growth levels for their agents and agencies.
Position Summary:
The Client Contact Representative serves clients by providing product and service expertise to client requests or concerns to help maintain a high client retention level. The Client Contact Representative will be responsible for managing multiple modes of communication in a timely manner which include incoming calls, emails, and website requests. This position will require a comprehensive understanding of our customer service policies and know when issues need to be escalated to management for resolution. All interactions require a high level of professionalism to uphold the firm’s positive reputation.
Primary Responsibilities:
Maintains a concern for timeliness and completeness when interacting with clients, brokers or insurance company partners to create a positive experience.
Documents all activity in on-line client file to ensure quality and responsiveness.
Personally, provides prompt, efficient, high-quality service to all clients.
Resolves product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem.
Attracts potential customers by answering product and service questions. Makes suggestions about other products and services based on client needs.
Maintains a quality result by following established procedures and making recommendation for changes.
Open, cancels and updates client policy information based on requests received
Education & Experience Requirements:
Experience: None required; 2 years in a client contact center preferred
License(s): Property & Casualty preferred, but not required
Knowledge, Skills & Abilities Required:
The ability to learn insurance products and grow in product knowledge.
The ability to apply knowledge and experience to explain products and/or policy to members in clear and relatable terms.
Bilingual in English and Spanish preferred.
Capable of multi-tasking and prioritizing workloads while adhering to deadlines.
The ability to interact and communicate effectively in a team environment to share knowledge and manage workflows.
Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture
Technical & Computer Skills Required:
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Ability to learn any other appropriate program or software system used by the firm as necessary
Compensation and Benefits
Competitive base pay plus annual holiday bonus
Benefits: 401k, Health, Dental, Vision, PTO, 12 paid holidays.
Bonus eligibile for retention work
This position is fully in person.
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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
