Customer Service Representative - Portsmouth, United States - FedPoint

FedPoint

Verified Company

Portsmouth, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Full time

Description

FedPoint is currently hiring
Full-Time Customer Service Representatives**. Join our dynamic team and become an essential part of our commitment to providing outstanding service to Federal Long-Term Care Insurance Plan (FLTCIP) customers and Federal family members.

Start date: Friday, July 19, 2024._
Full-Time hours: 40 hours per week Monday
Friday Must be available between the hours of 8am and 7pm Eastern Standard Time. Shifts vary throughout the week._

**_ Training hours for the position are Monday-Friday from 8:30am

5:00pm EST _
_beginning the week of July 22nd__. This training is anticipated to run for a full 3 weeks (must be able to attend the full day trainings.)_** Equipment is provided by FedPoint including laptop, two monitors, mouse, keyboard, headset, docking station and hardware security key._

The compensation range for new hires is $17.87 to $21.00 per hour, with the final rate being determined by the individual's call center experience.

To be considered for fully remote employment, you must reside in the following states: AZ, CT, FL, GA, ME, MD, MA, MS, NH, NC, SC, TN, VA

Responsibilities:

Respond to a variety of service telephone inquiries, processing transactions based on customer requests.
Research and resolve complex issues using administrative and peripheral systems.
Stay informed about organizational changes, new legislation, plan enhancements, and system releases.
Assist with special projects and duties as required.

In-Bound Telephone Inquiries:

Address billing methods, underwriting requirements, plan change procedures, account reconciliation, and reinstatement procedures.
Update account information per caller's request.
Document customer interactions with confidentiality under HIPAA guidelines.

Claims Related Inquiries:

Answer inbound telephone inquiries supporting Care Coordination and Claims Administration.
Initiate outbound calls to address researched Claims Administration issues.
Secure information requested by Care Coordinators with confidentiality.

Requirements:

To be considered for fully remote employment, you must reside in the following states: AZ, CT, FL, GA, ME, MD, MA, MS, NH, NC, SC, TN, VA
6+ months of highvolume call center experience or 2+ years of related customer service experience
Proficiency in Microsoft Outlook, Word and Teams.
Ability to navigate through multiple systems while attending a call.
Must receive Long Term Care certification within 9 months of employment.
Internet Connectivity requirements: A minimum of 25 megabytes internet access from a cable provider is required. Call Center Teleworkers are required to utilize a hardwire connection from their internet modem to their laptop. Wireless connections are prohibited for Call Center Teleworkers.
Must be able to attend the training hours listed in this ad

Skills, Knowledge, & Competencies:

Basic knowledge of insurance products preferred.
Prior experience with a customer service system navigating multiple screens on 2+ monitors is a plus.
Excellent interpersonal and telephone communication skills.
Ability to work independently and collaboratively in a high call volume call center.
High degree of tact, diplomacy, confidentiality, and professionalism.

Why Join Us?

Our mission is to grow and modernize insurance and benefits programs for federal agencies, military service organizations, insurers, and other select clients and partners by providing customized administrative services, well-designed and secure platforms, and an exceptional experience for customers.

At FedPoint, we offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your customer service skills and advancing your career.

In addition to working for a company with great people and an excellent reputation,
_what's in it for you_?
-
Advancement opportunities through a formal call center career track.

Generous
_401k plan

_:
100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.

Lots of
_paid time off

_:
_ _**3 weeks' vacation, 7 sick days, 3 personal days, and 12 paid holidays
-
_ Competitive benefits_ include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.

6 weeks fullypaid
_parental leave

_:
-
_ Tuition reimbursement_ program to support career goals.

Corporate
_giving and matching_ gifts program.

-
_ Volunteer program

_:
Paid time off to volunteer and company-organized volunteering opportunities.

A wide variety of personal, professional, and
_career development programs

Comprehensive
_wellness program_ offering a variety of resources and activities to help support your wellbeing in the following areas: career, financial, mental, emotional, physical, social and community.

**_