Senior Associate - Customer Service Representative Level 2 – Customer Contact Center

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 atwww.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

Work Location: Pensacola, FL

Customer Service Representative Level 2

Customer Contact Center

Job Description

Job Title: Customer Service Representative
Level 2 – 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.