Customer Care Representative

Reliance Matrix; United States; On-site; USD 2,480,000 - 3,031,000; Full time

Benefits offered by this job

Annual performance bonus

401(k) company match

Medical plans (3 options)

Dental & vision coverage

Life & Disability Insurance

Parental Leave & Adoption Assistance

Hybrid work arrangements

Tuition Reimbursement & Continuing Pro

PTO 20+ days

Volunteer days

Employee Resource Groups

Job summary

Reliance Matrix is seeking a Customer Care Representative to handle inbound calls from customers and business partners, assisting with claim status, claim process, and policy information. You will build rapport and deliver clear, professional service.

Ideal candidates have 1-3 years in call center or customer service, strong communication and problem-solving skills, and the ability to work 8:00 am–7:00 pm EST Monday–Friday. We offer a hybrid work option and a range of benefits.

Qualifications

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

Responsibilities

• Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants.
• Communicates complex information in lay terms for callers.
• Resolves a wide variety of questions and inquiries.
• Assists with claim status, report requests, or policy/contract information.
• Performs multiple tasks across systems to service customers and troubleshoot issues.
• Follows up on customer inquiries as needed.
• Maintains productivity and quality standards in a fast-paced environment.
• Handles call volume and service tickets within assigned timeframes.
• Completes tasks with limited supervision; may mentor less experienced colleagues.
• Identifies issues and patterns from data; suggests non-obvious solutions.

Job description

Job Responsibilities And Requirements

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 terms 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

*or equivalent experience gained from any combination of formal education, on-the-job training, and/or work and life 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 experienced 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

Ability to Travel: None

COMPETENCIES

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

Physical Requirements

When used in the description below, the following terms are defined as:

“Occasional”: done only from time to time, but necessary when it is performed

“Frequent”: regularly performed; generally an act that is required on a daily basis

“Continuous”: typically performed for the majority of an employee’s shift

Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objecting and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Standard Life Insurance will provide qualified employees with a reasonable accommodation in accordance with applicable law.

The expected hiring range for this position is $18.00 - $22.00 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.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

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 in addition to 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

Our Values

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

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.