Associate - Customer Service Representative – PHS Contact Center


With more than 180,000 people in over
40 countries, Capgemini is a global leader in consulting, technology and
outsourcing services. The Group reported 2015 global revenues of EUR 11.9
billion. Together with its clients, Capgemini creates and delivers business,
technology and digital solutions that fit their needs, enabling them to achieve
innovation and competitiveness. A deeply multicultural organization, Capgemini
has developed its own way of working, the Collaborative Business Experience™,
and draws on Rightshore®, its worldwide delivery model.

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Capgemini is an Equal Opportunity
Employer encouraging diversity in the workplace. All qualified applicants will
receive consideration for employment without regard to race, national origin,
gender identity/expression, age, religion, disability, sexual orientation,
genetics, veteran status, marital status or any other characteristic protected
by law.

This is a general description of the
Duties, Responsibilities and Qualifications required for this position.
Physical, mental, sensory or environmental demands may be referenced in an
attempt to communicate the manner in which this position traditionally is
performed. Whenever necessary to provide individuals with disabilities an equal
employment opportunity, Capgemini will consider reasonable accommodations that
might involve varying job requirements and/or changing the way this job is
performed, provided that such accommodations do not pose an undue hardship.

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information on your rights as an Applicant:

Job Location: Pensacola, FL

Job Description

Job Title: Customer Service Representative
– PHS Contact Center

Department: Customer Contact Center

Reports To: Supervisor

FLSA Status: Non-Exempt

Prepared By: Ranjit Kohli

Approved Date: April, 2015


This job provides customer service in a
LTC Insurance call center environment by primarily receiving and responding to
telephone inquiries from policyholders, beneficiaries, providers, agents, or
others for information concerning Long Term insurance policies by performing
the following duties.

include the following. Other duties may be assigned.

Provides information and assistance to providers, agents,
policyholders, and others by responding to telephone inquiries from CNAs LTC
Insurance policy holders their representative regarding policyAccurately provide information regarding various LTC insurance
policy related questions (i.e., any change required in policy with respect to
address change, bank change, name change etc.) by accessing and updating
software system data within company response standards. Provides service and follow-up on LTC insurance questions by
researching company records to obtain information requested by customerMaintains working knowledge base of all company products and
services.Complying with company regulations regarding HIPAA,
confidentiality, and private health information.Providing written and oral communication to policyholders and
their representatives like Power of Attorney regarding a LTC insurance policy
that is in questionInitiate and complete Call Tracks, checklists, and supportive
clerical responsibilities as necessary for completing LTC claims callAbility and Flexibility to work various shifts as required.Ability to speak with Empathy and Concern to Senior citizens


This job has no supervisory


To perform this job successfully, an
individual must be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or
ability required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.


Two years of College Preferred. Minimum
Requirements: High school diploma or general education degree (GED); or two
years related experience and/or training; or equivalent combination of
education and experience.


Ability to read and comprehend simple
instructions, short correspondence, and memos.
Ability to write simple correspondence with minimal errors. Ability to effectively present information in
one-on-one and small group situations to customers, clients, and other
employees of the organization.


Customer Service, Integrity/Honesty,
Oral Communications-especially Soft skills, Motivation/ Multi Tasking,


Ability to add, subtract, multiply, and
divide in all units of measure, using whole numbers, common fractions, and
decimals. Ability to compute rate,
ratio, and percent and to draw and interpret bar graphs.


Ability to apply common sense
understanding to carry out detailed but uninvolved written or oral
instructions. Ability to deal with
problems involving a few concrete variables in standardized situations.


Proficiency in computer applications is

AHIP and/or LOMA certifications


The physical demands described here are
representative of those that must be met by an employee to successfully perform
the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.

While performing the duties of this
job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to
stand and walk. Specific vision abilities
required by this job include close vision.


The work environment characteristics
described here are representative of those an employee encounters while
performing the essential functions of this job. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment
is usually moderate.