Call Center Customer Service Professional (Monday-Friday, No Weekends) Remote

USAble Life is currently searching for career-minded customer service professionals to join their dynamic team. The role involves providing exceptional service to customers regarding complex insurance benefits and claims issues, while demonstrating empathy and professionalism.

Responsibilities:

• Demonstrate in both word and action a high quality of care, service, and accountability
• Answer a high volume of calls related to complex and sensitive insurance benefits and claims issues
• Communicate professionally and empathetically to make it easy for members and employers to understand and access their Life, Disability and Essential Care and Recovery insurance
• Exhibit our commitment to providing peace of mind
• Ensure we remain the preferred choice for employers, insurance agents, benefits administrators, and brokers in our distribution network
• Demonstrates proficiency in our products and services
• Provide exceptional service by listening, understanding, and demonstrating empathy for the caller's needs and situation
• Review and proficiently explain coverage provisions, claims statuses, and claims decisions
• Navigate multiple computer systems as sources of customer information to answer inquiries, troubleshoot claims, and investigate payment discrepancies
• Respond to questions from members, employers, and brokers regarding claims, policies, and billing requests
• Address customer inquiries via phone and email
• Maintains well written notes on all service interactions in a Customer Management Systems (Salesforce) so that the customer and team members can quickly and accurately understand and follow up if necessary
• Manages all self-reporting related to productivity as required

Requirements:

• Outstanding communication skills with the ability to express verbal and written information clearly and professionally
• Ability to maintain reliable high‑speed internet service with sufficient bandwidth to perform all job duties, including participating in video calls
• Ability to maintain a dedicated, distraction‑free workspace and ensure the secure, compliant use of confidential information and company equipment
• Ability to maintain punctual and regular attendance is a minimum expectation
• Experience working in a high volume call center environment is required
• Ability to listen to the customer's question, probe for appropriate information, and understand the underlying need
• Strong critical thinking and complex problem-solving skills
• Demonstrate strong troubleshooting skills and ability to work in and navigate through multiple administrative systems to locate information, investigate, and resolve service requests
• Ability to be self-sufficient, manage time in a scheduled work environment and work well with other team members
• Knowledge of MS Office including Word, Excel, and Outlook
• Understand the sensitivity of customer data and demonstrate the ability to protect both customer and business information
• Ability to maintain perfect attendance during the 6 week training period
• High school diploma or GED
• 3 years working in a professional, customer facing role either on the phone or in person
• Demonstrated career stability
• Experience working in Life, Health, or Supplemental Insurance is preferred
• Bilingual in English and Spanish is a plus
• Associates Degree in Communications, Marketing, Business Administration, Insurance or related field
• 2 years of insurance experience