Job description

Client Services Representative I

Full Time; Braintree, MA, United States

Position Summary

HSAinsurance is seeking a Client Services Representative to provide professional and effective customer service within a busy call-center environment. Primary responsibilities will include answering and responding to incoming customer calls in a proficient and timely manner. Will maintain detailed knowledge of the company’s products and services in order to analyze and identify appropriate solutions for customer’s needs. Successful candidates will have strong decision making and analytical abilities, and passion for delivering exceptional service.

Essential Duties & 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.
• Document all client and broker interactions in our CRM platform.
• Respond quickly and accurately to all customer inquiries, demonstrating expertise and knowledge of products and processes. Facilitate escalations when appropriate.
• Process customer payments over the phone, including explanation of the process and legal disclosures as needed.
• Advise customers regarding policy and provide benefit information across multi-carrier health insurance plans. Provide assistance with the selection and administration of health insurance plans.
• Maintain a thorough and up-to-date understanding of all internal policies and procedures, as well as insurance carrier specific guidelines.
• Navigate a computerized data entry system and other relevant applications.
• Draft professional email and business communications for both internal and external audiences.
• Additional duties as assigned.

Skills & Qualifications

• Proven administrative and customer service experience in a high volume call center environment, major health insurance carrier preferred.
• Strong understanding of benefits plans and the health insurance industry, including familiarity with HIPAA regulations and knowledge of current health care landscape.
• Familiarity with CRM systems and practices, experience with Salesforce is a plus.
• Proven track record of dependability/reliability with an exemplary attendance record.
• Excellent communication (both verbal and written) and problem-solving skills. Ability to maintain a calm demeanor and de-escalate customer conflict.
• Ability to effectively multitask and possess excellent attention to detail with exceptional follow-up skills.
• Self-motivated with the ability to work well independently and as part of a team with minimal direct supervision.
• Bachelor’s degree in related field is a plus.
• Proficient in Microsoft Office, including Word, Excel, and Outlook.

NFP is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state or local law. The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. It’s expected that all of our employees are aware of this policy and that they create an environment that’s sensitive and respectful to all individuals.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Ability to commute/relocate:

• Braintree, MA 02184: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call Center: 1 year (Preferred)
• Health Insurance: 1 year (Preferred)

Work Location: In person

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