Senior Associate - Senior 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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Work Location: Pensacola, FL

Job Description

Job Title: Senior Customer Service
Representative – PHS Contact Center

Department: Customer Contact Center

Reports To: Supervisor


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. This job would
also require advance knowledge of all processes and would be consider the
subject matter expert within the department.

include the following. Other duties may be assigned.

Provides information and assistance to
providers, agents, policyholders, and others by responding to telephone
inquiries from the client, LTC Insurance
policy holders , and 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 customerAbility to successfully handle all
level of calls including Admin, Claim, and Speciality callsMaintains 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 PolicyholdersProvide training to news and existing
CCC Representatives on specific job tasks procedures and SOP’s , including
specific client company guidelinesCommunicate with CCC Supervisors,
Leads, Managers, and/or Director of Business operations of any “red flags”
regarding workload, training deficiencies or tools needed for job performance.Provide input and data as required to
support SLA requirementsHandles escalated complaints in a
timely mannerProvides feedback to Manager regarding
service failures or client concerns


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

The noise level in the work environment
is usually moderate.