Customer Service Advisor - Bilingual

NCD is a top-tier insurance provider committed to unparalleled member satisfaction. They are seeking a remote Customer Service Advisor to provide high-level phone service and support to customers in a timely manner.

Responsibilities:

• Handles both inbound and outbound communication with members and/or providers
• Communicates with clients across multiple channels, including phone, email, and chat
• Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions
• Refers new product enrollment or changes to existing enrollment to a licensed agent
• Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation
• Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact
• Continually maintains working knowledge of all company products and services
• Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits
• Builds trust with members across the healthcare life cycle and improves member retention
• Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence
• Attends and participates in team meetings, skill builders, training exercises

Requirements:

• 2+ years of customer service or call center experience
• Excellent verbal and written communication skills
• Proficient computer skills including MS Word, Excel, Outlook, Teams
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
• College degree preferred, but not required
• Bilingual is a plus (Spanish bilingual employees receive an additional pay differential)