Job Description

• The process involves reviewing claims management and ongoing management of file to closure
• Outbound calls to Employee, Employer/ Customer, or Physician with return calls to obtain clarification or follow-up for supporting documentation 
• Analysts also support an inbound call queue to answer Family Medical Leave Act (FMLA) related questions from claimants
• Work with internal and external customers to retrieve and relay information relevant to leave management claims
• Provide exceptional customer service using professional written and verbal communication skills.
• Gather information, make sound decisions and draw appropriate conclusions using critical thinking and mathematical aptitude
• Utilize business acumen and technical expertise to make ethical decisions based upon a mixture of analysis, experience and judgment, with management oversight.
• Maintain a dedication to meeting the expectations and requirements of internal and external customers
• Help to create a positive team environment that achieves Group Benefit Claims Diversity and Inclusion initiatives and objectives

• Assist customers with their queries via calls chat and emails pertaining to generic queries, account / application status and status on Insurance related queries.
• Demonstrate ownership and provide timely resolutions to inquiries and requests 
• Liaise with onshore departments to pass on messages to the customers as requested
• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines
• Attain team productivity goals without compromising accuracy, service, or the privacy of customers
• Manage daily work activity and take action as appropriate to meet customer service metrics

• Basic knowledge of computers
• Knowledge of key parts of the computer and rebooting the system
• Preferably good typing speed and accurate system updating
• Phone call/master handling skills
• Keyboarding skills/typing speed (at least 30 wpm)
• Strong verbal communication skills (Overall B1 – CEF)
• Possesses good problem-solving skills (should pass critical thinking assessment)  
• Ability to work independently and in a team environment
• Detail oriented with excellent follow-up skills
• Maintains effectiveness despite changes to situations, tasks, responsibilities, and people 
• Sets own high standards of performance
• High tolerance for stress
• Proven record of dependability 
• Comfortable with navigating and communicating instructions to access multiple computer applications 
• Must be able to learn and retain a large amount of technical information in a relatively short period of time
• Must be receptive to detailed and frequent performance feedback
• Generally likeable demeanor and customer centric approach
• Knowledge about US Life Insurance processes and other line of businesses is a plus
• Knowledge about US culture
• Knowledge on quality procedures
• Completed at least 2 years in College
• At least 1 year prior customer service experience
• Above average computer navigation skills
• Excellent Critical Thinking skills
• Detail oriented with the ability to maintain a high-level of quality and accuracy, while meeting productivity targets in a fast-paced environment 
• Ability to work under pressure
• Exceptional problem-solving skills
• Exceptional Critical Thinking skills
• Above average time management skills
• Knowledge about the Insurance industry, disability claims and leave of absence claims (FMLA – Family and Medical Leave Act)
• Knowledge of US Insurance and healthcare principles
• Basic knowledge of Medical Terminologies
• Detail oriented with the ability to maintain a high-level of quality and accuracy, while meeting productivity targets in a fast-paced environment
• Above average communication skill – Professional verbal and written communication skills