One80 Intermediaries

Customer Support

• Notify members that their premium is due and assist members with making payments or setting up recurring payments.
• Mail reminder and lapse letters timely from the system and review retention reports daily.
• Consistently meet expectation of at least 50 outbound calls per day and work through assigned unpaid accounts.
• Assist on payment line to ensure calls are taken timely for members ready to pay; work credit card expiring tasks and EFT failed accounts.
• Acquire and maintain knowledge of Affinity life and health plans offered; self-motivated to keep bill count and premium on the books.

Customer Care Specialist

Analyst

• Analyze all incoming systems tickets and recreate issues, troubleshoot, and train end users
• Assist with systems security for assigned systems as directed by ITS management
• Serve as a liaison between the development team and the business regarding ticket communications
• Evaluate incoming tickets to understand issue, scope, impact, and urgency
• Track and assign tickets according to capacity for each area, ensuring standards and processes are followed, and completing documentation as needed from ITS management
• Facilitate status meetings to review progress and status of open tickets, escalating issues to ITS management when appropriate
• Assist developers with issues, concerns, and eliminating blockers to keep tickets moving along
• Follow department incident procedures for major outages

Customer Care Specialist

Support Triage Analyst