Customer Care Representative

Job Responsibilities and Requirements

The Customer Care Representative handles inbound call volume from our customers and business partners to assist with claim status and claim process, explanation of their policy / contract, and service inquiries. Representatives work closely with our callers to address questions and provide policy related information through building a professional rapport to address all levels of a customer's inquiry.

Duties and Responsibilities :

• Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants.
• Communicates complex information in terms callers will understand.
• Resolves a wide variety of questions and inquiries for our customers.
• Assumes ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy / contract information.
• Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues.
• Follows up on customer inquiries when needed.
• Maintains established levels of productivity and quality standards within a fast-paced environment.
• Handles call volume and assigned service tickets / inquiries during assigned timeframes.
• Completes assigned tasks and any other duties as assigned when needed.
• Has developed broad specialized skills or is multi-skilled through job-related training and considerable on-the-job experience
• Completes work with a limited degree of supervision
• Likely to act as an informal resource for colleagues with less experience
• Identifies key issues and patterns from partial / conflicting data
• Problems typically are not routine and require analysis to understand
• Takes a broad perspective to problems and spots new, less obvious solutions

Required knowledge, skills, abilities, competencies and / or related experience :

Ability to Travel : None

COMPETENCIES

PHYSICAL REQUIREMENTS

When used in the description below, the following terms are defined as :

Occasional" : done only from time to time, but necessary when it is performed

Frequent" : regularly performed; generally an act that is required on a daily basis

Continuous" : typically performed for the majority of an employee's shift

Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objecting and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Standard Life Insurance will provide qualified employees with a reasonable accommodation in accordance with applicable law.

CORE VALUES

All Reliance Standard Life Insurance employees are required to behave according to our core values :

We operate with honesty, transparency and trust.

We collaborate and communicate openly, free of politics and personal agendas.

We are empowered to achieve the company's mission and hold ourselves accountable.

We solve problems and advance by challenging the status quo.

We care about each other and our communities.

We have fun.

The above description reflects the general details considered necessary to describe the principle responsibilities and functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent to this job.

The expected hiring range for this position is $18.00 hourly. This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate's starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can't do this without our most important asset-you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our Benefits :

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

LI-Remote #LI-MR1

Salary : $18