Customer Care Representative

Customer Care Representative The Customer Care Representative handles inbound call volume from our customers and business partners to assist with claim status and claim process, explanation of their policy/contract, and service inquiries. Representatives work closely with our callers to address questions and provide policy related information through building a professional rapport to address all levels of a customer's inquiry.Duties and Responsibilities:Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and ClaimantsCommunicates complex information in terms callers will understandResolves a wide variety of questions and inquiries for our customersAssumes ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract informationPerforms multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issuesFollows up on customer inquiries when neededMaintains established levels of productivity and quality standards within a fast-paced environmentHandles call volume and assigned service tickets/inquiries during assigned timeframesCompletes assigned tasks and any other duties as assigned when neededHas developed broad specialized skills or is multi-skilled through job-related training and considerable on-the-job experienceCompletes work with a limited degree of supervisionLikely to act as an informal resource for colleagues with less experienceIdentifies key issues and patterns from partial/conflicting dataProblems typically are not routine and require analysis to understandTakes a broad perspective to problems and spots new, less obvious solutionsRequired knowledge, skills, abilities, competencies and/or related experience:High School Diploma, or equivalent, required. Relevant Associates Degree highly preferred1-3 years of call center experience or equivalent customer service experience requiredAbility to work any shift during hours of operations, 8:00 am 7:00 pm EST, Monday Friday requiredExcellent verbal and written communication skillsExcellent problem-solving skills to handle customer problems in a timely and professional manner requiredFinancial Services or Insurance industry experienced preferredAbility to adapt to a fast-paced environment with highly developed time management and organizational skills requiredAbility to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customersAbility to multi-task and collaborate in a team-focused environmentWorking knowledge in Microsoft Office ApplicationsAbility to Travel: NoneCOMPETENCIES:CollaborationDrive for ExcellenceCommunicationLearning AgilityLeading SelfPHYSICAL REQUIREMENTS:Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objects and otherwise using primarily the fingers rather than the entire hand. Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading. Employee is required to have hearing sufficient to understand verbal instruction and answer telephones. Reliance Matrix Life Insurance will provide qualified employees with a reasonable accommodation in accordance with applicable law.The expected hiring range for this position is $18.00 hourly. This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate's starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.Work location may be flexible if approved by the Company.What We Offer:At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can't do this without our most important assetyou.That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.Our Benefits:An annual performance bonus for all team membersGenerous 401(k) company match that is immediately vestedA choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings AccountMultiple options for dental and vision coverageCompany provided Life & Disability Insurance to ensure financial protection when you need it mostFamily friendly benefits including Paid Parental Leave & Adoption AssistanceHybrid work arrangements for eligible rolesTuition Reimbursement and Continuing Professional EducationPaid Time Off new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.Volunteer days, community partnerships, and Employee Assistance ProgramAbility to connect with colleagues around the country through our Employee Resource Group programOur Values:IntegrityEmpowermentCompassionCollaborationFunEEO Statement:Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.