Accountabilities:
- Data validation via phone, spreadsheet or website.
- Provide documentation for data and processes performed, convey/communicate information by statement or suggestion
- Directly impacts business through responsibility for quality services provided by self or others.
- Responsible for research, resolution and responding to questions and problems via emails, and callbacks/inbound and outbound calls in accordance with service level requirements, while providing an excellent customer experience
- Adherence to the corporate policy regarding authentication, data security and record retention
- Navigate multiple systems and internal tools for research and documentation
- Research any client issues and escalate to Supervisor if a larger issue is identified
- Instill confidence in customers through problem-solving skills and stronger customer service delivery
- Keep records of customer interactions and transactions, recording and details or inquiries, complaints, and comments as well as actions taken for reporting purposes
Qualifications:
- Bachelor’s Degree preferred but not required.
- At least 1 year experience with BPO/Shared Services.
- Healthcare background preferred.
- 10-key proficiency.
- Siebel experience preferred.
- Proficient computer skills with multi-tasking very important; specifically, research and document customer inquiries.
- Utilize PC Daily; Microsoft Office Suite and Adobe Acrobat.
- Excellent English written and verbal communication skills.
- Attention to detail is a must; ability to perform repetitive actions daily without affecting attention to detail, ability to make judgment calls based on pre-set criteria and experience.
- Work environment is such that deadlines may fluctuate in accordance with task urgency or constraints.
- Must be extremely adaptable and be able to stay focused.
- Must be able to adapt to intense workloads, schedules and rapidly changing situations with a sense of urgency.
- Must be flexible to transition from mid-shift to night-shift schedule based on business needs.
- Must be in current role for 1 year
- Must not have received any Disciplinary Action within the past 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
- Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
- Must have a Successful or above rating in the last Enabling Performance cycle
- Must be willing to attend onsite training for a designated number of days.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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