Customer Support Specialist

Aon; Providence (RI); On-site; USD 45,000 - 61,000; Full time

Benefits offered by this job

Competitive salary

PTO & paid holidays

401(k) with match

Health & wellness programs

Discount programs

Job summary

NFP, an Aon company, seeks a Customer Support Specialist to deliver professional service in a call-centre environment. You will handle incoming calls, maintain knowledge of products, and identify solutions for customers' needs.

You will address health insurance and benefits inquiries, assist with enrollment portals and billing systems, and collaborate with other departments to resolve complex questions. A high school diploma is required; bachelor's degree is preferred.

Qualifications

• High school diploma required.
• Bachelor's degree preferred or equivalent related work experience.
• Proven administrative and customer service experience.
• Familiarity with insurance and employee benefits is a plus.
• Familiarity with CRM systems and practices, experience with Salesforce is a plus.

Responsibilities

• Field incoming calls regarding health insurance and benefits, billing services, and general questions or concerns.
• Conduct outbound calls to clients as needed in support of business activities.
• Assist callers with maneuvering through online enrollment portals and billing systems and troubleshoot accounts across multiple carrier systems.
• Respond quickly and accurately to customer inquiries, demonstrating expertise and knowledge of products and processes. Facilitate escalations when appropriate.
• Advise customers regarding policy and provide benefit information across multi-carrier health insurance plans.
• Partner with other department representatives to resolve complex customer service inquiries.
• Monitor delegated customer service issues to ensure timely and accurate resolution.
• Navigate a computerized data entry system and other relevant applications.
• Maintain timely, accurate documentation for all appropriate transactions.
• Consistently meet established productivity, schedule adherence, and quality standards.

Job description

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

Summary:

The Customer Support Specialist provides professional and effective customer service within a call-center environment. Primary responsibilities will include answering and responding to incoming customer calls in a proficient and timely manner. This employee will maintain detailed knowledge of the company's products and services in order to analyze and identify appropriate solutions for customer's needs. The ideal candidate will be fast-learning, motivated and dedicated.

Essential Duties and Responsibilities:

• Field incoming calls regarding health insurance and benefits, billing services, and general questions or concerns.
• Conduct outbound calls to clients as needed in support of business activities.
• Assist callers with maneuvering through online enrollment portals and billing systems and troubleshoot accounts across multiple carrier systems.
• Respond quickly and accurately to customer inquiries, demonstrating expertise and knowledge of products and processes. Facilitate escalations when appropriate.
• Advise customers regarding policy and provide benefit information across multi-carrier health insurance plans.
• Partner with other department representatives to resolve complex customer service inquiries.
• Monitor delegated customer service issues to ensure timely and accurate resolution.
• Navigate a computerized data entry system and other relevant applications.
• Maintain timely, accurate documentation for all appropriate transactions.
• Consistently meet established productivity, schedule adherence, and quality standards.
• Additional duties as assigned.

Knowledge, Skills, and/or Abilities:

• Excellent communication and interpersonal skills; professional and effective oral and written skills.
• Exceptional customer service skills, understands and delivers exemplary service both internally and externally at all times.
• Ability to work well within all levels of an organization; always maintains a professional demeanor.
• Ability to effectively multitask and possess excellent attention to detail and accuracy with exceptional follow-up skills.
• Proven track record of dependability/reliability with an exemplary attendance record.
• Proficient in Microsoft Office, including Word, Excel & Outlook.

Education and/or Experience:

• High school diploma required
• Bachelor's degree preferred or equivalent related work experience
• Proven administrative and customer service experience
• Familiarity with insurance and employee benefits is a plus.
• Familiarity with CRM systems and practices, experience with Salesforce is a plus.

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $45,000.00 - $61,000.00. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case‑case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.