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Customer Service Specialist (Must Reside in CT)

The Company:  true
The Location: 


The Division: 
Job Id:  483

                                                                             Must Reside in CT

Job Summary

This job’s core deliverables rely on processing routine and complex inquiries related to State Paid Leaves through the delivery of high quality service via verbal and written communication. Handles new claim intakes, claim status and payment inquiries, as well as portal and document assistance. Provides superior service with a consistent focus on accuracy and soft skills to provide a customized service experience for internal and external customers. It will also involve sharing subject matter expertise with others in the organization or supporting others in their efforts to deliver on our promise.


Principal Duties & Responsibilities

 • Handles inquiries involving group disability, absence and State Paid Leaves including claims details and benefits status
• Handles first notices of loss for State Paid Leave claims via telephone and non-phone channels of work
• Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner
• Meets established departmental quality, service, phone metric, and productivity objectives
• Prepares documents, communications and other materials using established formats and standard software
• Resolves standard and complex inquiries and problems, defers more complex queries to the senior advocate or leadership in order to provide an effective service and clear advice to colleagues and customers
• Liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provides feedback and recommendations to the team to improve the quality of customer care

• Follows procedures to ensure adherence to the company´s risk and compliance policies
• Assists co-workers with knowledge and support
• Mandatory Overtime during Peak Periods/Shift Work/Holiday Work, as required
• Other duties as assigned by Team Manager or other member of Management team



Education & Experience

High School Diploma or Equivalent

6 or more months of contact center or customer service experience

Or an equivalent combination of education and experience.


Job Knowledge & Skills

• Insurance industry knowledge
• Proficiency with windows-based software applications
• Proven ability to navigate through multiple systems and applications
• Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word
• Proficiency in keyboarding skills
• Detail oriented
• Strong verbal and written communication skills
• Data entry experience
• Demonstrated practical understanding of how processes and systems in own area of work relate to the management of risk and compliance
• Demonstrated commitment to corporate and service values
• Takes accountability for participating in the performance management cycle
• Takes action to improve performance on the job and to manage own personal development