Service Representative II

Dearborn Life Insurance Co; Lombard (IL); Hybrid; USD 24,000 - 39,000; Full time

Job summary

Dearborn Life Insurance Co in Lombard, IL is seeking an experienced customer service professional for an inbound call center role handling billing, claims, and general policy questions. You will strive for first call resolution while supporting online platform requests and other administrative tasks.

The position is a flex-role with three days in the office and two days remote. Requirements include a High School Diploma and 2 years of customer service experience, plus proficiency in Word, Excel,

Qualifications

• High School Diploma.
• 2 years customer service experience.
• Proficient in Word, Excel, PowerPoint; familiarity with Lotus Notes.
• Strong verbal and written communication skills.

Responsibilities

• Handle incoming phone inquiries regarding general policy questions, membership transactions, claims status, and billing inquiries.
• Read and interpret policies and contracts; understand benefit plans and products.
• Resolve issues aiming for first call resolution and prepare written correspondence.
• Provide administrative support and coordinate with other teams as needed.
• Ensure compliance with HIPAA and corporate policies.

Skills

Customer service

Communication

Call center

Microsoft Office

Education

High School Diploma

Tools

Word

Excel

PowerPoint

Lotus Notes

Job description

At Dearborn, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose-driven company that will invest in your professional development.

Job Summary

Through an inbound call center and under general supervision, provide quality customer service by responding to and resolving customer inquiries focusing on first call resolution. This may include billing, claims, general policy questions, website assistance/guidance, and/or other administrative functions focusing on the products of Supplemental Health and Vision through group policies. Additional responsibilities may include responding to written requests received from our online platform along with other assigned tasks that are needed for the success of the department and organization.

ESSENTIAL FUNCTIONS

• May perform duties unique to the area, such as:
• Handles incoming phone inquiries from customers regarding general policy questions, membership transactions, claims status, and billing inquiries within established performance standards/metrics focusing on Supplemental Health and Vision Insurance policies. Supplemental Health insurance includes Accident, Critical Illness, and Hospital Indemnity.
• Ability to read and interpret policies and contracts, interpret multiple benefit plans. Understands products and services offered and recognizes the business impact prior to acting or making decisions.
• Analyzes, investigates, and resolves most issues through first call resolution.
• Prepare written correspondence to address specific needs.
• Actively participates in team environment/activities such as workflow prioritization and monitoring, compliance with service standards and policies and procedures, problem solving, decision making and coordination with other support functions.
• Provides administrative support to divisional teams, as required.
• Perform customer outreach via telephone as needed.
• Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
• Maintain complete confidentiality of company business.

JOB REQUIREMENTS

• High School Diploma
• 2 years customer service experience
• PC proficiency to include Word, Excel, PowerPoint and Lotus Notes
• Clear and concise interpersonal, verbal and written communication skills
• Organizational, mathematical and analytical skills
• Self directed and motivated
• Robust computer skills along with reasoning and analytical aptitude to resolve issues quickly and accurately; maneuvering between multiple systems/screens while on the phone.
• Clear and concise interpersonal, verbal and written communication skills.
• Organizational, mathematical and analytical skills.
• Self-directed and motivated.

JOB REQUIREMENTS

• High School Diploma
• 2 years of customer service experience, preferably in a call center environment
• Robust computer skills along with reasoning and analytical aptitude to resolve issues quickly and accurately; maneuvering between multiple systems/screens while on the phone.
• Clear and concise interpersonal, verbal and written communication skills.
• Organizational, mathematical and analytical skills.
• Self-directed and motivated.
• This is a flex-position (3 days in the office and 2 days working from home). Need to have the ability to adapt to a work from home environment which includes reliable high-speed internet and business appropriate work area.

Pay Transparency Statement

At Dearborn, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for associates. The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. Flex employees are expected to be in the office a minimum of three days a week. Management will have discretion to modify an employee's weekly schedule for exigent circumstances.

Base Pay Range $17.75 - $28.39 Exact compensation may vary based on skills, experience, and location.

Dearborn Group Employment Statement

We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics. We are a drug-free and smoke-free workplace. Employment may be contingent upon successful completion of drug screening in accordance with applicable law.

Dearborn Group is the trade name for Dearborn Life Insurance Company. Since 1969, we have been providing ancillary benefits to employer groups across the country. As the ancillary subsidiary of Health Care Service Corporation (HCSC), we designed our suite of employer-paid and voluntary insurance solutions—life, short- and long-term disability, vision, critical illness and accident insurance—to help employers provide a comprehensive benefits package that gives their employees and their families complete peace of mind.

Dearborn Life Insurance Co, a subsidiary of Health Care Service Corporation, is committed to diversity in the workplace and to providing equal opportunity to employees and applicants. If you are an individual with a disability or a disabled veteran and need an accommodation or assistance in either using the Careers website or completing the application process, you can contact us at 1-866-977-7378 to request reasonable accommodations.

Dearborn Group is an Equal Opportunity Employment employer.

Divisions of Health Care Service Corporation, a Mutual Legal Reserve Company, and Independent Licensee of the Blue Cross and Blue Shield Association © 2019 Dearborn Group brand companies. All Rights Reserved.

Call Center Hours of operation: 7:00 am - 6:00 pm CST