Webster Bank

Voice of the Customer Specialist – Escalations, Bilingual Preferred

Webster Bank

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

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Salary

💰 $24 - $26 per hour

About the role

  • Resolve member complaints and escalated issues, ensuring a satisfactory outcome.
  • Document and track escalated issues, maintaining clear and comprehensive records from initiation to resolution.
  • Manage casework queues in Customer Relationship Management tool (Microsoft Dynamics).
  • Research account history, notes, treatment plans and settlement documents to identify escalation root cause and devise positive outcomes.
  • Consult with various departments including Claims, Rx and Sales to gather information and coordinate efforts in devising effective solutions.
  • Manage inbound call volume.
  • Outreach to providers, pharmacies, and members to obtain additional information as needed.
  • Develop and implement strategies to reduce the volume of escalated issues by identifying drivers, patterns, and trends.
  • Demonstrate proficiency in problem-solving and thinking critically when it comes to resolving member complaints.
  • Communicate effectively with members, internal teams, and management.
  • Ability to explain coverage determinations.
  • Identify and recommend ways in which our Member Care team can further build connections through empowerment and ownership.
  • Ensure familiarity with the most up-to-date policies and procedures and recognize potential additions or modifications as needed.
  • Share opportunities for learning and development on member issues and potential improvements based on trend analysis with management and other team members.

Requirements

  • 3+ years’ experience in an inbound/outbound call center environment, with a focus on complex or escalated call management.
  • Passion for helping other people and finding the best possible resolutions for members.
  • Excellent written and verbal communication skills.
  • Experience working in Microsoft Office and CRM Systems, including Microsoft Dynamics or Salesforce.
  • Ability to actively listen to members and think critically to identify solutions.
  • History of success in tracking and managing multiple escalations, with providing follow up to members in a timely manner.
  • Ability to work in a fast-paced and quickly evolving office environment.
  • Healthcare experience with knowledge of claims processing is a plus.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case managementescalation managementproblem-solvingcritical thinkingtrend analysisclaims processing
Soft Skills
communicationactive listeningcustomer serviceconflict resolutionteam collaborationadaptabilityempathy