Customer Care Representative

Reliance Matrix; United States; Hybrid; USD 20,457 - 29,136; Full time

Benefits offered by this job

Annual performance bonus

401(k) company match

Health insurance options

Paid Time Off

Tuition Reimbursement

Job summary

Reliance Matrix is hiring a Customer Care Representative to manage inbound customer inquiries related to claims and policy information. The role emphasizes service quality and requires building rapport with customers while effectively resolving inquiries.

Ideal candidates should have a High School Diploma, call center experience, and strong communication skills. Benefits include an annual performance bonus, 401(k) match, health plans, and hybrid work options.

Qualifications

• 1-3 years of call center or equivalent customer service experience.
• Ability to work any shift during operational hours.
• Experience in financial services or insurance industry preferred.

Responsibilities

• Handle inbound calls for customer service.
• Resolve questions and inquiries from customers.
• Assume ownership of customer support tasks.

Skills

Excellent verbal and written communication skills

Excellent problem-solving skills

Ability to quickly build rapport with customers

Time management skills

Collaboration

Education

High School Diploma or equivalent

Relevant Associates Degree

Tools

Microsoft Office Applications

Job description

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 a way 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

• High School Diploma, or equivalent, required. Relevant Associates Degree highly preferred
• 1-3 years of call center experience or equivalent customer service experience required
• Ability to work any shift during hours of operations, 8:00 am – 7:00 pm EST, Monday – Friday required
• Excellent verbal and written communication skills
• Excellent problem-solving skills to handle customer problems in a timely and professional manner required
• Financial Services or Insurance industry experience preferred
• Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required
• Ability to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customers
• Ability to multi-task and collaborate in a team-focused environment
• Working knowledge in Microsoft Office Applications

Travel Requirement

None.

Competencies

• Collaboration
• Drive for Excellence
• Communication
• Learning Agility
• Leading Self

Physical Requirements

Employee must be able to sit for prolonged periods, frequently stand, walk distances up to one mile, bend, crouch, kneel, reach, occasionally lift 25 lbs, type extensively, pick up and hold small objects and otherwise use primarily the fingers. Employee must have visual acuity sufficient to prepare and analyze data and figures, transcribe notes, view a computer terminal and read extensively. Employee must have hearing sufficient to understand verbal instruction and answer telephones. The company will provide qualified employees with reasonable accommodations in accordance with applicable law.

Compensation and Benefits

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.

Our Benefits

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year plus nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

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.