Job Description

A customer service representative is responsible for assisting members, medical providers and clients over the telephone, via email, and/or through any other channel of communication by providing information about insurance plans such as but not limited to Expat, Travel and/or Destination insurance plans. He/she will be required to validate the member’s policy, provide policy benefits and confirm a member’s eligibility. He/she will also be required to respond to inquiries regarding the status of authorizations and bills as well as assist requesters in locating appropriate medical providers. A customer service representative is expected to promote excellence in all communications.

A level one customer service representative is defined as being fully trained in all products such as but not limited to Expat, Travel and/or Destination insurance products and services provided by the team as indicated below.

During off-hours (evening, weekends, nights and holidays), in addition to the above, he/she will be responsible for responding to and coordination of requests from corporate clients which can include sending eligibility and benefit details to medical providers, providing bill status, arranging medical appointments and other services.

KSA (Knowledge, Skills and Abilities/Attitudes)

• Superior customer service skills;
• Excellent interpersonal skills;
• High level of professionalism;
• Good problem-solving skills;
• Highly organized with ability to multi task and prioritize;
• Ability to handle stress

Requirements and Qualifications

• High School Diploma;
• Available to work days, evenings, nights, week-ends, holidays;
• One to two years of experience in a customer service-related position.
• Clear and effective communication in English (written and verbal), French, Spanish and/or German
• Proficiency in the Microsoft suite products.
• Ability to deal with challenging customers and complaints while maintaining composure and control of situation.
• Ability to retain information about multiple insurance policies such as but not limited to Expat, Travel and Destination policies.