What are the responsibilities and job description for the Customer Care Professional - Life and Health position at illumifin?
We are looking for a Customer Care Professional to join customer care center operations. This individual will be part of the team that helps us succeed by making it easy to do business with illumifin through relentless exceptional service, process improvement and enabling our high-performance, employee-focused culture.
Hours for 9-5:30 ET for training. Hours for the position could be between 8-6 ET M-F.
The Customer Care Professional is a position that is fully remote. The purpose is to handle inbound calls, research and resolve issues, review life and health transactions and accurately respond to inquiries in a timely and professional manner. The individual must be organized and able to multi-task in a fast-paced changing work environment. During training it is important that 100% attendance is met. After training the expectation is to follow company policy with approval on time off or absences.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Answer incoming calls regarding life and health policies, which will include general inquiries, service requests, concerns from consumers and agents.
- Process all service requests for policy holders.
- Keep track of inquiries and follow up to verify that they are answered.
- Stay up to date on carrier and company policies and procedures.
- Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and follow up to ensure that the issue has been resolved.
- Adhere to established service standards while maintaining quality standards.
- Other duties as assigned.
QUALIFICATIONS:
- High school diploma or GED equivalent
- Previous customer service experience preferred.
- Working knowledge of life and health products is welcomed but not required.
- Must have knowledge of Microsoft Office Suite
- Excellent active listening, interpersonal, and communication skills
- Must have good attendance and demonstrate the ability to function as a reliable member of operations.
REQUIREMENTS:
- Must have a cell phone or land line to utilize multi-factor authorization, specific to Microsoft requirement.
This is a remote position. To be considered the following technology requirements at your residence must be met:
- Download Speed: Minimum of 30 Mbps
- Upload Speed: Minimum of 5 Mbps
- Ping: Maximum of 50 ms
