Posted over 2 years ago

Job Title: BPO Clerical Support Coordinator

Department: Customer Service

FLSA Status: Non-Exempt

Job Status: FT

Reports To: Customer Service Supervisor

Positions Supervised: N/A

Work Schedule: Call Center Extended Hours (40-hour work week of rotating shifts that span the Call Center Hours of Monday-Thursday 7:30 am - 7 pm, Fridays 8 - 5 pm CST).

Assessments: PI Behavioral and Cognitive assessments

POSITION SUMMARY

The BPOClerical Support Coordinator is responsible for managing customer’s verbal and email inquiries, managing referrals from contact center associates for requests such as website support, claim review requests, and processing duplicate statements.

ESSENTIAL FUNCTIONS

• Managing customer inquiries sent by email and other incoming requests.
• Review and process all open call, fax, and email requests for the department for issue resolution.
• Organize and maintain a filing system of requests managed within the call center. This includes all tools and resources used by BPO Clerical Support.
• Effectively gather, monitor, track, and report trends observed within the call center. Action should include seeking a resolution to all outstanding matters.
• Collaborate with management and all Allied teams regarding customer issues, following through on issues until resolution.
• Offer solid and exceptional support to call center employees. Uphold workflow compliance and quality expectations established within the call center when processing all requests.
• Actively seeking out improvement opportunities; streamlining office procedures to improve efficiency.
• Other duties as assigned.

POSITION QUALIFICATIONS

• Communication – Communicates effectively both internally and externally, where applicable. Includes both written and verbal communication.
• Dependability – Meets deadlines, works independently, accountable, maintains focus, punctual, and maintains good attendance record.
• Initiative – Takes action independently, seeks new opportunities, and strives to see projects to completion.
• Interpersonal Skills – Builds strong relationships, is flexible/adaptable, works well with others, and solicits feedback.
• Job Knowledge – Understands the facets of job, aware of duties and responsibilities, and keeps job knowledge current.
• Organization Skills – Information organized and accessible maintains efficient work space, and manages time well.
• Problem Solving – Strives to understand contributing factors, works to resolve complex situations.
• Productivity – Manages workload, works efficiently, and meets goals and objectives.
• Quality – Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services
• Self-Development – Looks for opportunities to increase knowledge, works to increase responsibility, strives to achieve personal goals and/or maintains licenses and other pertinent requirements.
• Teamwork – Accountable to team, works to meet established deliverables, appreciates view of team members, and respectful.
• Technical Skills – Maintains current understanding of technical process/equipment, uses technology to increase performance/productivity; effectively uses online tools and resources

SKILLS & ABILITIES

Strong ability to read, analyze and interpret general plan benefits and guidelines. Applicant must be proficient in Microsoft Word, Excel programs and have the ability to learn other data systems. Applicant must be detail-oriented, exhibit good time management skills, and proven ability to self-motivate. High-level organizational, communication, reliability and problem-solving skills are preferred.

Experience

One or more years’ experience in Call center and medical/dental employee benefit administration preferred

Education

High school diploma required—higher education preferred

Certificates and Licenses

N/A

PHYSICAL DEMANDS

Virtual environment requiring extended sitting and computer work.

WORK ENVIRONMENT

Virtual Office location