*This is a part-time position*
The Customer Care Representative handles inbound call volume from our customers and business partners to assist with claim status and claim process, explanation of their policy/contract, and service inquiries. Representatives work closely with our callers to address questions and provide policy-related information through building a professional rapport to address all levels of a customer’s inquiry.
Duties and Responsibilities:
Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants.
Communicates complex information in terms callers will understand.
Resolves a wide variety of questions and inquiries for our customers.
Assumes ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract information.
Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues.
Follows up on customer inquiries when needed.
Maintains established levels of productivity and quality standards within a fast-paced environment.
Handles call volume and assigned service tickets/inquiries during assigned timeframes.
Completes assigned tasks and any other duties as assigned when needed.
Required Knowledge, Skills, Abilities, and/or Related Experience:
High School Diploma, or equivalent, required. Relevant associate degree highly preferred.
1-3 years of call center experience or equivalent customer service experience required.
Ability to work any shift during hours of operations, 8:00 am – 6:00 pm EST, Monday – Friday required.
Excellent verbal and written communication skills.
Excellent problem-solving skills to handle customer problems in a timely and professional manner required.
Financial Services or Insurance industry experienced preferred.
Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required.
Ability to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customers.
Ability to multi-task and collaborate in a team-focused environment.
Working knowledge in Microsoft Office Applications
Ability to Travel: None
The expected hiring range for this position is $19.25 - $25.98 hourly. This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.
Work location may be flexible if approved by the Company.
What We Offer
At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.
That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
Our Benefits:
Our Values:
EEO Statement
Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.
#LI-Remote .
Reliance Matrix delivers employee benefits, absence management and workforce productivity solutions through the financial stability of a top-rated insurance carrier, the agility and innovative spirit of a Third Party Administrator (TPA), and the daily commitment of thousands of team members across America. Where larger competitors offer size, we inspire confidence and long term engagement through integration, reliability and dedication to providing customized solutions.
Reliance Matrix innovates and provides technology-driven absence and benefit solutions that enable employees and employers to manage time away from work.
We help employers attract and retain valuable human capital through thoughtful, inclusive benefit programs delivered with care.
We bring top-tier regulatory knowledge and cutting edge technology to help optimize workforce productivity and compliance.
We offer a seamless member experience customized to each individual’s need
and event.
We integrate our solutions and expertise with leading HR technologies to ensure accuracy, efficiency and a superior customer experience.
We are a proud member of the global Tokio Marine Group, one of the oldest, largest and most respected insurance organizations in the world.
In the business hierarchy, human capital is the most precious of assets. Reliance Matrix delivers comprehensive, integrated solutions and services to attract, protect and help optimize an employer’s work force in a changing, challenging world.
