Rep, Customer Solutions II req82476

Rep, Customer Solutions II - West Hills, CA - Monday-Friday Questions and Answers. In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You''ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve. At Quest, Client Service is something we take pride in - making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that''s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.Basic Purpose:The primary purpose of this position is to provide client support in the risk assessment division for the ExamOne portfolio of services including, but not limited to: lab, paramed, inspection, tele-underwriting, MVR, APS, imaging, etc. This position acts as a direct liaison between insurance companies, brokers, third party administrators, paramedical companies, insurance applicants and inter-company departments. This position will utilize a variety of proprietary programs to review, research and resolve issues with insurance applicant orders ranging from routine to complex and is responsible for responding to both internal and external customers via phone, email and other electronic communication.Duties and Responsibilities:1. Handles all customer inquiries via phone, email and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction. 2. Provides resolution on routine to complex issues and is responsible for providing a professional response back to clients.3. Adheres to department quality and responsiveness standards. 4. Has ongoing responsibility for maximizing department productivity standards by monitoring service levels. 5. Uses established protocols for reporting client issues or concerns and maintains appropriate documentation of events for management review in all systems accessed. 6. Responsible for producing department /client specific reports and monitoring the status of applicant cases.7. Recognizes quality service issues and provides feedback to management on opportunities for improvement.8. Participates in client visits and other customer-related communications as required.9. May be asked to assist with phone coverage on an additional CSG/CMG phone line or support different lines of business. 10. Responsible for handling more challenging and higher maintenance accounts.11. May assist IT for reporting and troubleshooting issues, testing system enhancements.12. CSG Specific Criteria: Phone:CSG rep must be able to take calls on all product lines (CSG 6 included), their designated team line, and an additional CSG phone line outside of their team/sister team daily.Email:CSG rep must be able to handle emails for all products, their designated team email resource mailbox, and an additional CSG team outside of their team/sister team daily.Quality:Maintain a high average phone quality score of 95%Maintain a high average email quality score of 95%Production:Maintain a high average production score of 120-139. CMG Specific Criteria: Cases:CMG rep must be able to take calls on their designated team line, and an additional CMG phone line. Email:CMG rep must be able to handle emails for their designated team email resource mailbox, and an additional CMG team outside of their team daily. Tasks:Work on follow up''s, exception reports and any additional reports needed.Transmit documents to customer and/or bundler.Own issue resolution for basic and intermediate client concerns. Thoroughly understand and able to case manage two or more lines of business. Quality: Maintain a high average case quality score of 95% Maintain a high average email quality score of 95% Production: Maintain a high average production score of 120-139% 14. Taskforce Specific Criteria: Tasks:Taskforce rep must be able to take assist on 2 or greater processes/reports, their designated process, and an additional 4 processes outside of their daily functions.Taskforce rep must be able to handle emails for all products, their designated team email resource mailbox, and an additional team outside of their team daily. Quality: Maintain a high average case/report quality score of 95% Maintain a high average email quality score of 95% Production: Maintain a high average production score of 120-139% 15. Other duties as required to meet the customer''s requirements as assigned.Supervision Exercised: NA Qualifications: Education Preferred: • High School Diploma or equivalent with 3-5 years prior customer and/or call center experience preferred. • Or BA / BS degree Work Experience: • Minimum of 1 year Solutions Center experience and recommendation from management team. • Additional consideration given for industry specific experience. Physical and Mental: Job may require sitting or standing for prolong periods of time. Decision Making, Critical Thinking, being able to lift up to 25lbs. Other: Skills: • Accurate typing skills, 35 wpm minimum. • Demonstrated customer service skills. • Strong problem-solving skills and independent decision-making abilities. • Proficient knowledge in Microsoft Office • Excel • Outlook Abilities: • Work in a fast paced environment handling multiple tasks (including working with phone & PC simultaneously). • Strong communication and interpersonal skills. Able to speak the English language clearly, professionally and effectively communicate to clients, management and peer group. • Detail-oriented and accurate with names/numbers. • Excellent organization and follow-through skills. • Work independently with little supervision. • Demonstrate Integrity and a commitment to company values. • Willingness to accept additional responsibilities with a positive attitude and foster teamwork. • Exhibit comfortable interaction with sales, technical staff and other departments. • Successfully pass knowledge-based test with 90% accuracy: (3 mo. wait to re-test). Knowledge: • Knowledge of life insurance industry workflow processes and/or terminology. • Demonstrated knowledge of Microsoft Office applications. • Demonstrated experience with ExamOne proprietary systems. • Maintain the knowledge to assist (at any time) one additional Solution Center line of business - phone, cases and email.

Created: 2021-11-29