Senior Associate - Account Services Representative


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

Job Title: Account Services Representative

Department: Policy Holder Services

Reports To: Manager


The primary responsibility of this role
will be to communicate with our client and employer groups to ensure that
service standards are being met and issues or questions are being appropriately
resolved with other business units within the organization. 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.

RESPONSIBILITIESinclude the following.

Act as a liaison between client and
departments within IGate

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 changes in Admin system usedRespond 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

Ability to coordinate across departments to resolve client queries
or issuesExcellent with client relationship skills/client services (client
facing position)Exceptional organization skillsExcellent 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 serviceAbility to provide and support company goals.


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