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Customer Service Rep

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SUMMARY: Provides a high level of Customer Service and customer retention through a thorough knowledge of all benefit programs offered, client base, and systems. Exhibit excellent communication skills, listening skills, ability to handle all types of clients, ability to pivot an account to the best plan available, and good written skills. Maintain a working knowledge of all operations in the department. Remain current in knowledge of all pertinent Health and Life Insurance Industry regulations.


Responsible for the entry, maintenance and organization of all USI Affinity and Carrier on-line customer/policy information which is required to properly service and administrate policies and procedures within the Group Benefits Department for the purpose of maintaining the Association and Non-Association clients.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Available and able to handle all inbound and outbound client calls, including determining the nature of the call, research, taking all necessary actions, completion of forms, and follow up as needed.
  • Attend and participate in on-site client open enrollment meetings as deemed necessary.
  • Consult with assigned clients on annual open enrollment renewal on options available and alternative carriers.
  • Monitor and schedule daily phone coverage to ensure adequate staffing to meet set goals for team.
  • Reviews and analyzes all assigned claim issues including tracking, reporting and resolution within established service level guidelines.
  • Ability to assist assigned AE's/sales producers when out of the office with client issues and other sales support tasks
  • Make Outreach calls to assist a new client through their transition to USI. Contact Proactively for renewal and retention of all assigned accounts. Follow-up with clients requesting cancellation and provide monthly report of said accounts including why cancellation occurred.
  • Attain thorough knowledge of all assigned clients including key contacts within a company/association, product lines and processing procedures.
  • Make scheduled courtesy calls to assigned accounts.
  • Maintain good communication and rapport with carriers.
  • Review pending issues for assigned clients to ensure completion and necessary follow up on open items with an acknowledgement within 24 hours and follow-up/resolution within 3 business days.
  • Make calls to accounts that are delinquent to ensure payment is received.
  • Advise Management of escalation/system issues affecting retention and service levels.
  • Remain current in knowledge of all pertinent Health and Life Insurance Industry regulations. Ie.Health Care Reform, MSP, HIPAA, and COBRA.
  • Ability to attend educational seminars as deemed necessary by management.
  • Perform on-the-job training of new employees as assigned.
  • Contribute to the overall customer service established phone goals for Average Speed of Answer and abandonment rate which includes the established New York State Bar Association contractual service level goal.
  • Assistance with "walk-in" clients as needed.
  • Other duties and special projects as assigned by management.

QUALIFICATIONS --To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • High school diploma or general education degree (GED) is required.
  • Excellent Customer Service skills and a minimum 2 years experience in the healthcare insurance industry working with products such as Medical, Dental, Vision, Life and Disability, FSA, HSA plans as well as knowledge of HCRA.

Language Ability -- Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.


Math Ability -- Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical


Reasoning Ability -- Ability to define problems, collect data, establish facts, and draw valid conclusions.

COMPUTER SKILLS -- Must be proficient in the MS Office suite of products including being proficient with Excel (i.e. creating/formatting spreadsheets; sorting data; data entry). Must be able to learn and work with any corporate Proprietary software tools including sales tracking systems.


CERTIFICATES, LICENSES, REGISTRATIONS -- Current PA Life and Health License required, or must be obtained within 90 days of hire, and retain license by meeting the continuing education requirements.



  • Keep informed and further industry education, new product knowledge, legislation, coverages and technology to continuously improve knowledge and performance.
  • Strong ability to problem solve, make independent decisions with minimal oversight, set and meet deadlines, communicate, negotiate, work under pressure, organize, prioritize, manage multiple tasks and operate in a fast paced environment.
  • Demonstrate a "whatever it takes" attitude to ensure client satisfaction and to support key corporate initiatives.
  • Refined verbal and written communication skills.
  • Good at attention to detail and ability to self-check work.
  • Must have excellent organizational skills.
  • Ability to carry out complex tasks with many concrete and abstract variables.
  • Ability and flexibility to work additional hours as needed.
  • Must be able to develop and maintain strong business relationships as well as the ability to deal effectively with difficult or sensitive situations.
  • Must be able to work independently and as part of a team.
  • Display strong leadership qualities and be very self-motivated.

Travel - This position requires 10% travel. Must be able to travel on all forms of transportation.

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