Wellabe

Customer Success Specialist

Wellabe

full-time

Posted on:

Location Type: Remote

Location: Iowa • United States

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Job Level

Junior

About the role

  • Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations.
  • Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items.
  • Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests.
  • Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed.
  • Plan, coordinate, and execute basic to moderately complex projects to support the business.
  • Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.

Requirements

  • High school diploma or GED equivalence
  • 1+ year customer service or related experience
  • Insurance industry experience, a plus
  • Working knowledge of the principles, processes, and practices related to customer success
  • Ability to meet and maintain metrics of a Customer Success Specialist 2; including First Call Resolution, efficiency, quality, productivity, core competencies, etc.
  • Average accuracy on judgement for policies, requests, and documentations with a working attention to detail
  • Strong verbal and written communication skills with the ability to respond effectively to both internal and external customers
  • Active listening skills with ability to understand concern and ask relevant questions
  • Ability to maintain policyholders, medical providers, and sales agents’ privacy by following state and federal regulations
  • General knowledge of MS Office (Excel, Word, Outlook).
Benefits
  • Hybrid availability
  • 401(k) with company match
  • Health insurance
  • Paid time off, holidays
  • Volunteer time off
  • Lifestyle Spending Account (LSA)
  • Paternity leave
  • Growth opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceclaims processingpolicy documentationproject coordinationcustomer success principlesattention to detailFirst Call Resolutionefficiency metricsquality metricsproductivity metrics
Soft Skills
verbal communicationwritten communicationactive listeningproblem-solvingmentoringcoachingteam supportcustomer relationship managementescalation managementinterpersonal skills
Certifications
high school diplomaGED