Work From Home Customer Care Professional- Long Term Care

illumifin is an insurance technology company and third-party administrator that designs, develops and delivers tech-enabled insurance policy management software and services that provide unrivaled value for insurers.

We combine insurance insight, operational excellence and technology innovation to build solutions that deliver high performance and position insurers for the digital world. illumifin is primarily focused on the North American life, long-term care, annuity and health markets. We believe in true partnerships with our customers and are passionate about insurance.

This position provides telephonic customer service to Long Term Care policy owners, financial representatives/agents and client representatives.

Responsibilities

• Other duties and projects as assigned, including assisting with the production of Policy Owner Services duties as required. This includes updating databases and recording information in the proper location.
• Ensures issues are referred to appropriate areas; leveraging internal relationships to ensure efficient issue resolution; involves leadership when necessary.
• Acts with a sense of urgency and takes ownership regarding aspects of call management and escalation of issues.
• Handles multiple products and services intermittently while meeting established service requirements and standards.
• Identifies service opportunities and suggests innovative ideas for improvement.
• Documents all calls and related correspondence using the LTC insurance system or other proprietary tools and office processes; document follow-up calls, voicemails and any other pending service requests.
• Provides prompt, courteous and excellent service to internal and external customers at all times. This includes an obligation to actively cooperate and interact with other departments to advance the overall interest of the company.
• Answers and responds to telephone and/or electronic inquiries regarding Long Term Care benefit administration, policy owner eligibility and claims processing.

Requirements

Minimum Qualifications

• Is reliable, trustworthy, and maintains appropriate organizational confidentiality.
• Strong written and verbal communication skills; is familiar with business and phone protocols.
• Proficient with MS Windows environment, including MS Word.
• Minimum of one year customer service experience working in a fast-paced, ever-changing call center environment.
• Excellent organization and detail orientation skills with the ability to meet established deadlines.
• High school diploma or GED required.

Preferred Qualifications

• Previous experience working in an insurance or financial services environment is preferred but not required.
• Associate degree in Business Administration or BA/BS preferred.