Patient Access Representative 1 – Call Center
Franciscan Missionaries of Our Lady Health System
Life Case Manager, Call Center Environment
Transamerica
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $22 per hour
Job Level
Junior
About the role
- Provide the highest level of personalized service to financial advisors by maintaining consistent and satisfactory relationships
- Work with assigned advisors to process and monitor new business submissions, answer post-sale questions, and manage issues through to resolution
- Complete suitability review for annuity applications using system tool and set criteria for making decisions (For roles supporting annuity products)
- Organize and prioritize workload to ensure case is processed, issued, and placed in a timely manner while managing agent expectations
- Answer inbound calls and emails from advisors and field offices; provide superior service demonstrating ownership, follow-through, and a positive tone
- Communicate and correspond via phone and email with agents to obtain supplemental information, explain requirements, and keep updated on pending business
- Proactively provide updated information regarding status of contract, outstanding requirements, and transaction explanations
- Use critical thinking skills to address unusual situations; escalate concerns and/or complex cases as necessary
- Process transactions; meet speed of service and quality goals for each task function
- Interact with teams across functional areas to facilitate timely responses to actions pending
- Follow up with agents on policy delivery requirements to ensure policy is placed within specified timeframes
- Provide information on a variety of complex agent service issues requiring knowledge of insurance products and transactions
- Consult with other departments as necessary
Requirements
- Associate’s degree in a business field or equivalent education/experience
- One year of financial services operations or related industry experience
- Excellent communication skills that are clear and professional – both written and verbal
- Strong customer service orientation with the ability to think as the customer and respond to advisors with a sense of urgency and professionalism
- Strong problem solving and decision making skills
- Attention to detail and the ability to multi-task
- PC skills for data entry, documentation, and navigation within multiple systems
- Proficiency using MS Office
- Preferred: Knowledge of life and/or annuity products/operations
- Preferred: Service delivery knowledge of pre and post issue workflows/timelines
- Ability to handle up to 50 calls a day
- Hours: 9:30 - 6:00 CST
Benefits
- Competitive Pay
- Bonus for Eligible Employees
- Benefits Package
- Pension Plan
- 401k Match
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Disability Insurance
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Employee Discounts
- Career Training & Development Opportunities
- Paid Time Off starting at 160 hours annually for employees in their first year of service
- Ten (10) paid holidays per year
- Be Well Company holistic wellness program (Wellness Coaching and Reward Dollars)
- Parental Leave – fifteen (15) days of paid parental leave per calendar year (eligible employees)
- Adoption Assistance
- Employee Assistance Program
- College Coach Program
- Back-Up Care Program
- PTO for Volunteer Hours
- Employee Matching Gifts Program
- Employee Resource Groups (ERGs)
- Inclusion and Diversity Programs
- Employee Recognition Program
- Referral Bonus Programs
- Remote Call Center Environment (Work From Home)
- Annual Bonus (typically eligible, ~6% on Company Bonus Plan/Individual Performance)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data entrydocumentationproblem solvingdecision makingattention to detailmulti-taskingfinancial services operationssuitability reviewtransaction processingcustomer service
Soft skills
communicationcustomer service orientationcritical thinkingownershipfollow-throughprofessionalismurgencyorganizational skillsinterpersonal skillspositive tone
Certifications
Associate’s degree
