Associate - Policy Holder Services


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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Work Location: Pensacola, FL

CHCS Services Inc

Job Description

Senior Associate

Policy Holder Services

To: Manager


This job is responsible for providing quality and efficient
customer service in an office environment. Additional responsibilities
include assisting manager with development, analysis and implementation of
staffing training. To perform complex tasks with respect to LTC Insurance
Policy Holder request.


Ensure Policy related requests
are handled in a timely, efficient and knowledgeable manner. Provide
continual evaluation of processes and procedures. Responsible for
suggesting methods to improve area operations, efficiency and service to both
internal and external customers. Person should have very deep domain knowledge
when it comes to performing complex LTC Insurance PHS tasks; hence it is
important that this person should be very sound in LTC domain knowledge.Provide statistical and performance
feedback and coaching on a regular basis to each team member. Write and
administer performance reviews for skill improvement.Should be able to perform Policy
related changes as requested by Insured or their representative and accordingly
make chages in Admin system usedProvide support for fellow team members
by providing appropriate coaching, counseling, direction and resolution.Ensure fellow employees have
appropriate training and other resources to perform their job.Respond to and resolve customer issues.Work as a member/leader of special or
on-going projects that are important to area/process improvement.Share continual responsibility and ensuring
calls are handled efficiently and effectively.Establish work procedures and processes
that support company and departmental standards, procedures and strategic
directives.Communicate with upper management
regarding department or employee concerns.Complying with company regulations
regarding HIPAA, confidentiality, and private health information.


To perform these jobs 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. Person must have more than 3 year of LTC
Insurance experience and should have performed Level 2 of PHS related tasks

Excellent oral, written and
interpersonal communication skillsKnowledge of Microsoft Office
applications and telephone protocolExceptional listening and analytical
skillsStrong knowledge of customer care
processes and techniquesDemonstrated ability to work well in a
team environmentDedication to providing exceptional
customer serviceProven leadership experienceAbility to develop and motivate a team.Ability to provide and support company


One year certificate from college or
technical school; or one year to 18 months relatedexperience and/or training; or
equivalent combination of education and experience; BA preferredExcellent communication skills both
verbal and written are required.Working knowledge of Inspro, Citron
& Case 360 systems


Ability to read, analyze, and interpret general business
periodicals, professional journals, technical procedures, or governmental
regulations. Ability to write reports, business correspondence, and procedure
manuals. Ability to effectively present information and respond to
questions from groups of managers, clients, customers, and the general public.


Ability to calculate figures and amounts such as discounts,
interest, and percentages. Ability to apply concepts of basic algebra.


Ability to define problems, collect data, establish facts,
and draw valid conclusions. Ability to interpret an extensive variety of
technical instructions in mathematical or diagram form and deal with several
abstract and concrete variables.


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.


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.