Customer Support Specialist

Description

CULTURAL INSURANCES SERVICES INTERNATIONAL

CUSTOMER SUPPORT SPECIALIST

Summary

The role of the Customer Support Specialist for Cultural Insurance Services International is to provide phone, email, and administrative support to the department by fielding customer service calls and emails from participants, clients, and medical offices both throughout the United States and internationally. This position reports to the ­­­­­Customer Support Supervisor.

Essential Functions

1. Provide constant courteous and professional customer service support to program sponsors, participants, and medical providers.
2. Identify and evaluate specific needs of call and email inquiries as they relate to policy benefits.
3. Utilization of claims processing database, claims filing database, and enrollments database in relation to customer questions.
4. Respond to daily emails sent to the Claimhelp inbox relating to benefit questions or claim status, ensuring all items sent are addressed in a timely fashion.
5. Responsible for logging all communication regarding participants into the claims processing database.
6. Communicate and collaborate with Claims and Customer Service Associates through Microsoft Teams and SharePoint.
7. Monitor and return voice messages left during evenings and lunch hour.
8. Meet daily productivity goals of 30 calls handled, and 25-40 emails responded to.
9. Additional duties as assigned by the Customer Support Supervisor.

Work Environment

This job operates in a professional office environment in Stamford, Connecticut, Monday through Friday.

Position Type / Expected hours of work / Travel

1. Required to work additional hours as needed to meet deadline.

Qualifications

Competencies

1. Verbal and written communication skills
2. Problem solving
3. Sound judgement and pro-active attitude 
4. Proficiency with Microsoft Suite, specifically Word, Excel, Teams, and 365

Education & Experience

1. College degree or equivalent experience
2. Experience within the Insurance Industry
3. Essential understanding of medical claims and terminology
4. Familiarity with personal computers and Windows software

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