Cust Contact & Ops Spec I

This position is responsible for front line, direct contact with clients and customers while providing overall excellent customer service and problem resolution in the Auto Contact Center. The Specialist duties may include processing file loads and/or data entry while maintaining data integrity for all incoming transactions such as enrollments, client contracts, cancellations, transfers, registration, payments and claims. Contact with clients and customers may include inbound/outbound communication via phone, email, fax, mail or chat.

Shift is noon - 9 p.m. - Shift Differential applies

• Responds to and resolves issues encountered by clients and customers in a timely and positive manner. This involves mostly inbound calls, but may also include outbound calls, email, fax and chat
• Executes effective processes to manage data entry and data integrity for all customer/client transactions such as enrollments, cancellations, registration, payments and claims
• Researches coverage verification, missing contracts, and other common issues coming from the contact center, AEs, accounting and other departments, and provides timely resolutions as well as suggestions to reduce those occurrences in the future
• Ensures that all customer/client requests are responded to in a timely manner, and meaningful solutions are proposed and implemented
• Adheres to standards for effective job performance and development
• Gains and maintains in-depth understanding of VPS products, clients, systems and applications
• Ensures compliance with ISO, SOX, PCI and other applicable internal and external audits and/or contractual obligations

Basic Qualifications

• High school diploma or GED
• 1 year of experience in an office, call center, or customer contact environment

Other Requirements

• Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization
• Strong customer service skills
• Ability to work with frequent interruptions and under deadlines
• Ability to work collaboratively with others to generate ideas or resolve problems
• Ability to present a professional image
• Ability to establish courses of action to ensure efficient completion of work
• Ability to think creatively and make decisions based on incomplete information
• Ability to process time sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience
• Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting
• Proficiency of computer navigation and Microsoft Office 2003 or later versions & Microsoft Windows XP or later versions

Preferred Qualifications

• 2+ years of experience in an office, call center, or customer contact environment

Preferred Other Requirements

• Previous experience as a team leader or trainer in an office, call center, or customer contact environment.

Environment/Physical Demands

This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to talk and hear. Required to use hands to finger, handle, or feel objects, tools or controls. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.