Senior Associate - Customer Service Representative

About
Capgemini

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.

Learn
more about us at http://www.capgemini.com/.

Rightshore®
is a trademark belonging to Capgemini.

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.

Click
the following link for more information on your rights as an
Applicant:http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Location: Pensacola, FL

Customer Service
Representative Level 3

Customer Contact
Center

Job Description

Job Title: Customer Service Representative
Level 3 – Customer Contact Center

Department: Customer Contact Center

Reports To: Supervisor

SUMMARY

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

ESSENTIAL DUTIES AND
RESPONSIBILITIES include the following. Other duties may be assigned.

Provides information and assistance to providers, agents,
policyholders, and others by responding to telephone inquiries from CHCS third
third-party administrator clients for; Medicare Supplement Policies, LTC Policies, Hospital Indemnity Policies,
Cancer, Dental, Disability Policies, etc .Accurately provide information regarding various insurance
questions (i.e., verification of benefits, claims status) by accessing and
updating software system data within company response standards.Provides service and follow-up on insurance questions by
researching company records to obtain information requested by customer,
performing routine transactions, and retrieving results from an online
terminal.Maintains working knowledge base of all company products and
services, and assists in the development of the level 1 counterparts.Complying with company regulations regarding Privacy,
confidentiality, and private health information.Providing written and oral communication to policyholders, agents,
providers, and others regarding inquiry status and resolution.Responds to callers inquiry’s within an allotted amount of time,
and follows up as promised in regards to escalated issues and situations.Checks escalation log multiple times within a week, and ensures
that open escalations are closed properly. ;Initiate and complete Call Tracks, checklists, and supportive
clerical responsibilities as necessary.Ability and Flexibility to work various shifts as required.Able to type speed of 35 wpm with 95% accuracy rate

SUPERVISORY
RESPONSIBILITIES

This job has no
supervisory responsibilities.

QUALIFICATIONS

To perform this job
successfully, an individual must be able to perform each essential duties
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.

Accurately entering data via Windows-based environmentIntermediate computer skillsKnowledge use of basic math and English spelling and grammar
skills

EDUCATION

High school diploma
or general education degree (GED); and six months related call center
experience and/or training.

LANGUAGE SKILLS

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

SOFT SKILLS
COMPETENCIES

Customer Service,
Integrity/Honesty, Oral Communications, Motivation,
Organizational/Planning/Organizing

MATHEMATICAL SKILLS

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

REASONING ABILITY

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.

CERTIFICATES,
LICENSES, REGISTRATIONS

AHIP and/or LOMA
certifications desired.

PHYSICAL DEMANDS

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. The employee frequently is required to use
hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to walk
and talk or hear. The employee must
regularly lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, and
ability to adjust focus.

WORK ENVIRONMENT

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.