Customer Services Representative #630

Company: Alberta Blue Cross

Job Description

Open Position/Description
 
FUNCTION:
 
The Customer Services Representative (CSR) acts as a direct resource to customers for benefit and claims information. This role provides ongoing client services through managing the service counter inquiries. CSRs are expected to respond to all inquiries quickly, effectively and in a manner which preserves the company's excellent reputation. CSRs must possess a thorough understanding of all individual and employer-sponsored plans, contracts, systems and government-sponsored programs. As a result, a comprehensive training program is provided.
 
DUTIES AND RESPONSIBILITIES:
 

• Responds to in-person inquires from customers coming into the Customer Services counter.
• Responds to inquiries regarding general information on government-sponsored health programs.
• Follow-up of customer requests to ensure complete handling of the customer's inquiry.
• Sells appropriate travel insurance plan to customers interested in our travel products.
• Receives and post premiums for various plans including group, individual and travel.
• Makes suggestions for ways of improving workflows and processes.
• Records and forwards customer feedback to the appropriate areas.
• Responsible for the maintenance of information systems when advised of updates to the policies and procedures as well as the addition of new benefit plans and computer systems.
• Educates customers on various aspects of Blue Cross plans, programs and claiming procedures.
• Logs all inquiries for statistical purposes.

• Handles complex inquiries independently, utilizing strong listening and problem solving skills.
• Works effectively with people, maintaining pleasant telephone manner.
• Conducts research and analysis to determine the root of problems, and independently makes decisions on how to handle problems or unusual situations.
• Adjusts procedures to fit specific circumstances within contract guidelines.
• Assumes ownership of the position and accountability for information relayed to customers.
• "Reads" each customer and addresses the customer's needs effectively.
• Demonstrates advanced customer service skills on a daily basis.

• Thorough understanding of Alberta Blue Cross plans, benefits, contracts, systems and processes.
• Familiarity with government and community health programs and services.
• Must be proficient in Microsoft Word Basics.
• Preference will be given to individuals with proven customer service experience with either in person or over the phone contact. A true commitment to a career as a call centre representative is an absolute must.
• The ability to fluently converse in both English and French would be a definite asset.
• Preference will be given to individuals who have an ACS (LOMA's Associate Customer Service) designation or who have taken the Customer Service in Insurance: Principles and Practices course through LOMA.

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