Saturday , January 28 2023

Jobs at Nationwide – Member Care Representative

Website Nationwide

Job Description:

As a Member Care Representative, you have daily opportunities to provide exceptional service to customers. Creating an exceptional customer experience, while contributing to individual and team performance expectations, are keys to success in this role. You will be responsible for handling inbound calls of moderate complexity regarding insurance policies from policyholders, agents, third parties, and business partners. You may also be asked to be a subject matter expert or mentor within peer group.

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Job Responsibilities:

  • Reduces customer call backs by creating a simple, hassle-free interaction for the caller.
  • Responsible for using all available resources to make policy changes, answer policy, and billing questions, take payments, and provide requested documentation.
  • Completes and processes all necessary forms. Follows up for necessary documents in order to process requested changes.
  • Participates in technical and customer service skills training to stay aware of current and best practices.
  • Diagnoses customer issues at an experienced level. Provides solutions and uses a structured thought process to achieve results while balancing customers’ needs with company guidelines. Will be required to take overflow of complex calls. Acts as the official “back-up” to the complex segment when volumes and coverage dictate.
  • Provides process and performance improvement recommendations; assists peers regarding service and policy issues.

Job Requirements:

  • Knowledge of general business practices and terminology. Maintains a current understanding of insurance and customer service concepts. Mastery of foundation call skills including Nationwide billing and billing systems, Nationwide policies and systems, data management, end-to-end process understanding, product knowledge, and technical knowledge. Comprehensive understanding regarding moderate call functions. Is fully cross-trained on all insurance products for the business unit. Strong verbal and interpersonal skills to communicate technical insurance and billing information. Analytical skills to analyze billing information. Requires strong multi-tasking and computer navigational skills. Some positions may require bilingual skills.

Job Details:

Company: Nationwide

Vacancy Type:  Full Time

Job Location: Phoenix, AZ, US

Application Deadline: N/A

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