Customer Care Specialist

Summary

Join Instant Teams as a Customer Care Advocate and work remotely processing routine and complex insurance-related inquiries. You will provide high-quality service to internal and external customers via inbound phone calls, handling claims, medical underwriting, and continuation of coverage. This role requires proficiency in Windows-based software and at least six months of contact center experience. The position offers paid time off, an employee assistance program, and other benefits. Employment is contingent upon a background check and you must reside in Connecticut. Training is mandatory and will be 100% remote.

Requirements

• Proficiency with Windows-based software applications and MS Office Suite products including Excel, PowerPoint, and Word
• 6 or more months of contact center or customer service experience or an equivalent combination of education and experience
• Detail-oriented with the ability to mentally and tactically handle or resolve issues
• Data Entry

Responsibilities

• Handles inquiries involving group life, disability, and absence including claims, medical underwriting, and continuation of coverage
• Handles first notices of loss for group life, disability, and absence claims via telephone and non-phone channels of work
• Interacts with internal/external business partners, including insureds and claimants
• Meets established departmental quality, service, phone metric, and productivity objectives
• Prepares documents, communications, and other materials using established formats and standard software
• Resolves standard and complex inquiries and problems, escalating as needed
• Follows procedures to ensure adherence to the company's risk and compliance policies
• Provides feedback and recommendations to the team to improve the quality of customer care
• Performing other duties as assigned

Preferred Qualifications

Ability to operate and navigate multiple operating systems while speaking, actively listening, and processing what is being discussed

Benefits

• Equipment Provided
• Employee Assistance Program
• PerkSpot
• Paid Time Off
• Long-Term Disability