Customer Care Advocate

Recruit Monitor; Windsor (CT); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading customer service firm in Windsor, Connecticut is seeking a Customer Service Advocate to handle inquiries related to group life and disability claims. The role requires a minimum of a high school diploma and experience in contact centers. You will interact with partners and customers, resolve inquiries, and ensure quality service. Candidates must possess strong communication skills, insurance knowledge, and proficiency in Microsoft Office. This position may involve mandatory overtime during peak periods.

Qualifications

• Minimum Required 6 or more months of contact center or customer service experience.
• Demonstrated commitment to corporate and service values.
• Proven ability to navigate through multiple systems and applications.

Responsibilities

• Handle inquiries involving group life, disability and absence claims.
• Interact with internal and external business partners professionally.
• Prepare documents and communications using established formats.
• Resolve standard and complex inquiries and problems.

Skills

Insurance industry knowledge

Proficiency with windows-based software applications

Proficiency in Microsoft office suite

Strong verbal communication skills

Strong written communication skills

Detail oriented

Education

High School Diploma or Equivalent

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Processing routine and complex inquiries to provide high quality service to internal and external customers. The jobs core deliverables rely on delivering service to 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.

• Handles inquiries involving group life, disability and absence including claims, medical underwriting, and continuation of coverage
• Handles first notices of loss for group life, disability and absence 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 Required

• Minimum Required High School Diploma or Equivalent
• Minimum Required 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
• 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