Trainee Associate - Policy Holder Services

Work Location: Horsham Township, PA

SUMMARY

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.

ESSENTIAL
DUTIES AND RESPONSIBILITIES include the following.

Ensure service calls are answered 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. Provide
statistical and performance feedback and coaching on a regular basis to each
team member. Write and administer
performance reviews for skill improvement.Provide
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. Assist
manager with daily operation of call center to include development, analyses
and implementation of staffing and training.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.

QUALIFICATIONS

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.

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 goals.

EDUCATION
and/or EXPERIENCE

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, AS400, Capsil, and Cisco is preferred.

LANGUAGE
SKILLS

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.

MATHEMATICAL
SKILLS

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

REASONING
ABILITY

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.

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.

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.