Responsibilities:
- Receive inbound and outbound contacts from clients ensuring all issues are accurately completed and appropriate forms and information are provided with satisfactory resolution of the situation. When necessary, apply advanced skills and knowledge to research the situation and respond to the caller, escalating the situation to the next level, as appropriate.
- Complete necessary documentation in all utilized systems.
- May be asked to provide mentoring and training for less experienced team members.
- Proactively educate and promote technology conveniences to customers for more efficient access to information.
- Represent the company in a professional manner that provides high quality service and encourages long-term relationships.
- Maintain knowledge of necessary products and services.
- Be knowledgeable about our insurance products and philosophy in order to assist callers' understanding.
- Adhere to applicable compliance and security rules and regulations
- Perform other job-related duties and/or special projects as required.
- Supports short term disability customers who'll be filing a claim for their current or planned leave. Direct them to Principal Website, walking them through on how to submit the Claim Form and guiding them to connect and communicate with their Employer and Medical Providers in accomplishing their requirements.
- Assists existing short term disability customers in providing status of their claim, providing sufficient knowledge about their benefits and even assist them on how their payments are being computed.
- Assists Employers and Brokers on their queries about their employee's benefits.
- Escalates any issues to Claim Analysts for any disputes on the processed claim whether about the employee's benefits, taxes and methods of payment.
- Assist callers with other benefits with Principal like LTD,Life, PFML, Critical Illness, Hospital Indemnity or Misrouted calls, routing them to the right department.
- Assists customers in updating their account information.
Requirements Information
Provide prompt, courteous, and excellent service at an acceptable cost to all customers; operate in an ethical manner in accordance with all applicable laws and regulations, the company's Corporate Code of Ethics, employee handbook, applicable compliance and operations policies and procedures, and other policies of the company. Possess a high degree of integrity and actively cooperate and interact with all entities of the Principal Financial Group.
Qualifications
- High school diploma or GED required, or 2-4 years related work experience
- Ability to maintain a high degree of accuracy while being detail oriented required
- Must be able to work in a team environment
- Good analytical, organizational, problem solving and decision-making skills
- Ability to maintain confidentiality
- Strong verbal and written communication skills (must be able to communicate with individuals experiencing illnesses, financial losses, or deaths of loved ones as well as legal and/or medical professionals)
- Ability to maintain good public relations with customers (employers, employees, and beneficiaries
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