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Member Care Representative II
Ref No.: 18-04493
Location: Brea, California
Seeking qualified customer service professional to join a Fortune 100 company in the insurance sector, handling management of existing clients, working over the phone, through email or other screen sharing technoloy.

HOURS: 
Facility operates 5am-7pm, some Saturday hours required. Full time position with benefits and weekly pay

PAY: 
​$14/hour starting. 

JOB SUMMARY: Responsible for handling inbound calls of moderate complexity regarding insurance policies from policyholders, agents, third parties, and business partners. Completes and processes all necessary forms. Creates an exceptional customer experience while contributing to individual and team goals. Provides process and performance improvement recommendations.

CORE JOB DUTIES & RESPONSIBILITIES:
1. Answers moderately complex inbound phone calls from policyholders, agents, third parties, and business partners who are inquiring about insurance products.
2. Reduces customer call backs by creating a simple, hassle-free interaction for the caller.
3. Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.
4. Completes and processes all necessary forms. Follows up for necessary documents in order to process requested changes.
5. Participates in technical and customer service skills training to stay aware of current and best practices.
6. Diagnoses customer issues at a developing level. Provides solutions and uses a structured thought process to achieve results while balancing customers needs with company guidelines. Majority of calls will be moderate, but may take overflow of complex calls if necessary.
7. Provides process and performance improvement recommendations.
8. Is fully cross trained on all available product lines for the business unit.
9. Some positions may require bilingual skills.
10. Some positions may require knowledge and use of two platforms.
11. Performs other duties as assigned.

JOB REQUIREMENTS:
Education: High school studies; some undergraduate studies preferred. License/Certificates: For some positions state licensing could be required.