What are the responsibilities and job description for the Call Center Representative position at Continental General?
Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, a culture of learning, and a fast-paced environment. This is a hybrid position with 3 days in-office. Join our team to help make a difference in the lives of others!
About Continental General
The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 100,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.
The Position
We are looking for a full-time Call Center Claim Service Representative to answer and respond to inbound telephone inquiries from policyholders or their representatives, and to provide a commitment to exceptional customer service relating to their insurance policy benefits or claims inquiries. A formal in-house training program will be provided.
Essential Job Functions And Responsibilities
Education: High school diploma or equivalent.
Experience: 2 to 4 years of call center customer service experience.
About Continental General
The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 100,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.
The Position
We are looking for a full-time Call Center Claim Service Representative to answer and respond to inbound telephone inquiries from policyholders or their representatives, and to provide a commitment to exceptional customer service relating to their insurance policy benefits or claims inquiries. A formal in-house training program will be provided.
Essential Job Functions And Responsibilities
- Listen and empathize with policyholders and/or their representatives to understand their needs and resolve any issues they may express regarding moderately complex inquiries, policy coverage's and/or their claim status.
- Ability to work quickly and accurately.
- Ability to read and interpret policy language.
- Complete necessary new pending claim follow-ups in a timely manner.
- Provide policyholders with their claim status through verbal and written communication.
- Contact policyholders and/or providers as needed to obtain missing claim information.
- Maintain thorough and objective phone calls in a professional manner.
- Ability to document call detail accurately in a concise manner.
- Comply with HIPAA regulations.
- Perform other duties as assigned.
- Ability to communicate clearly and effectively, both verbally and in writing.
- Ability to handle customer interactions in a calm, professional, friendly and patient manner.
- Ability to quickly adapt to changes either within the department or during the daily work assignments.
- Excellent organizational, multitasking, the ability to prioritize, and great time management skills.
- Attention to detail.
- Ability to work independently and in a team environment, and display a positive attitude in an effort to meet department goals.
- Ability to work within a Windows Operating system and Microsoft Office Products.
- Regular attendance, punctuality and phone availability is essential.
- Ability to engage on phone to answer questions.
Education: High school diploma or equivalent.
Experience: 2 to 4 years of call center customer service experience.
- Insurance industry background is preferred.
- Ability to meet deadlines and manage multiple priorities
- Excellent problem-solving skills
- Great Customer Service Skills
