Call Centre Customer Service // Work From Home // 2 months assignment

Role: Call Centre Customer Service

Location: Work From Home

Duration: 2 months assignment

Key Responsibilities:

• Answers moderately complex to most complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products.
• Reduces customer call backs by creating a simple, hassle-free interaction for the caller.
• Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.
• Completes and processes all necessary forms. Follows up for necessary documents in order to process requested changes.
• Participates in technical and customer service skills training to stay aware of current and best practices.
• Diagnoses customer issues at an experienced level. Provides solutions and uses a structured thought process to achieve results while balancing customers' needs with company guidelines. Will be required to take overflow of complex calls. Acts as the official "back-up " to the complex segment when volumes and coverage dictate.
• Provides process and performance improvement recommendations; assists peers regarding service and policy issues.
• Is fully cross trained on all available product lines for the business unit. May act as a subject matter expert to assist other associates. Subject matter expert activities may include, but are not limited to; peer assistance in training classrooms, on floor assistance for new hires, project input/feedback, adhoc requests from leadership, etc.
• Some positions may require bilingual skills.
• Some positions may require knowledge and use of two platforms.

Key Requirements and Technology Experience:

• Education: High school studies; some undergraduate studies preferred.
• Experience: Meets minimum experience level for Member Care Representative II. In addition, typically eight months of moderate training and experience; successful demonstration of moderate experience and performance.
• Knowledge: Knowledge of general business practices and terminology. Maintains a current understanding of insurance and customer service concepts. Mastery of foundational call skills including Nationwide billing and billing systems, Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Comprehensive understanding regarding moderate call functions. Is fully cross-trained on all insurance products for the business unit.
• Skills/Competencies: Strong verbal and interpersonal skills to communicate technical insurance and billing information to policyholders, agents, third parties, and peers. Analytical skills to analyze billing information. Requires strong multi-tasking and computer navigational skills.
• Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.