Customer Care Associate

Job Title: Customer Care Associate
Location: Chicago IL 60631
Duration: 6 months Assignment (potential to temp to perm based on performance)
Shift/Hours: 40hours/week, M to F, 7:00-3:30 PM or 7:30 to 4 PM CST
Work Model: Onsite
 
About Client:

• Client Insurance, a client Company, is seeking a Customer Care Associate join our fast-paced, high energy, and growing company.
• For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them with peace of mind and protection when they need it the most.
• Come build your career here, along with other positive, hard-working, talented professionals—just like you!

Job Summary:

• This position is primarily responsible for analyzing, researching and responding to all service-related customer inquiries. The avenues of communication with this position are via letter, email, or fax.
• The PHS Customer Care Associate role requires a skillset geared towards analytical thinking, decision making, crafting business correspondence, multiple application navigation and a capability to handle moderate to high complexity assignments.
• The PHS Customer Care Associate is also responsible for personal tracking of various duties including daily productivity reports, time service reporting as well as any tracking of correspondence produced should there be a need for potential specialty mailing, escalated handling, etc.

Responsibilities:

• Analyze, research, and respond to all Policyholders’ inquiries via any of the following avenues: Business correspondence or email communication.
• Understand customer’s request(s), reviewing applicable policy administration systems, gathering needed information to provide or to resolve customer needs and disputes.
• Written Communications will accurately describe the outcome of customer’s request, and provide all relevant updates and information needed with the appropriate business tone.
• Provide support and/or handle internal Policyholder Service Center escalations or time-sensitive customer inquiries.
• Conduct all necessary system transactions to satisfy completion of a service task. Transactions include policy accounting, policy record updates, cancellation, etc.
• Accurately document back-office systems/ upload documents to record storage databases.
• Expected to handle any other duties assigned by Manager as well as participation in team functions, meetings, incentive programs, etc.
• Build broad understanding of our products and systems.
• High volume processing output with focus on providing positive customer experience; balancing efficiency, timeliness, and quality within department’s SLA requirements.
• Ability to maneuver between system applications confidently to find information and respond to customer needs in a timely manner.
• Collaborate with team leadership to ensure effective resolution of unfamiliar customer needs, follow-up, and workflow.
• Support Regulatory customer-facing work.
• Handle Special Projects that may be assigned to include Company initiatives, cleanup activities, etc.
• Support or collaborate with other departments within Operations or others as needed.

Capabilities:

• Focus on Customer – Build strong customer relationships and deliver customer-centric solutions.
• Make Quality Decisions – Make good and timely decisions that keep the organization moving forward.
• Communicate Effectively – Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Value Differences – Recognize and leverage the value that different perspectives and cultures bring to the organization.
• Optimize Processes – Know the most effective and efficient processes to get things done, with a Focus on continuous improvement
• Drive Results – Consistently achieve results, even under tough circumstances.
• Act – Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Work Resourcefully – Secure and deploy resources effectively and efficiently; proactively solve problems that may arise.
• Collaborate – Build partnerships and work collaboratively with others to meet shared objectives.
• Develop Self – Actively seek new ways to grow and be challenged using both formal and informal development channels.

Skills & Experience:

• Ability to champion solutions to customer requests through independent critical thinking and appropriate judgment.
• Ability to communicate effectively via business correspondence and email is imperative.
• Advanced rationalization abilities using logical practices to make decisions and resolve customer issues.
• Ability to operate efficiently in a fast-paced environment with sharp attention to detail across multiple technology platforms.
• Ability to work independently and with minimal supervision.
• Ability to multi-task and manage competing daily priorities, maintaining composure.
• Customer Service background (written and verbal)
• 2-3 years of Insurance service experience preferred.
• Individual Supplemental insurance products background helpful.
• Microsoft Office – Word (authoring correspondence), Excel (basic to intermediate), Outlook required.

Education:

• High School Diploma required.
• Bachelor’s or associate degree preferred.

 

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's starting pay is: $25.44/hr.