Now Hiring - Customer Service Agent Group Benefits in Athens, PA

Job Description

The Customer Service Agent essential functions include aiding clients with service needs. This position is responsible for assisting customers with service issues, processing new applications, changes, and cancellations. This position will support Group Benefits Account Managers & Account Executives.

Responsibilities

• Handle customer inquiries as appropriate and/or takes and delivers accurate phone messages, with call back numbers, area codes, and names legibly written and promptly relays messages to the proper person.
• Generate documents and produce correspondence to satisfy customer service requests or to provide automated information, as needed by customer or requested by Account Manager and/or Account Executive.
• Process customer inquiries concerning claims, benefits, eligibility, and/or billing.
• Assists Account Manager and/or Account Executive with claim follow up, checking on prompt response from carrier staff and claims status, according to agency standards.
• Research claims and billing inquiries for clients upon request. Facilitates prompt response from carrier staff and follows up on claim status as needed.
• Use an automated workflow system to process work and follow up on outstanding items. Reviews workflow tasks on daily basis according to agency procedure.
• Document service issues with client. Document conversations and follow-up on problems with clients.
• Update agency management system with changes to existing records including but not limited to address changes, client contact information, & carrier contact information.
• Assist in managing Group Benefits portal systems.
• Maintain and update electronic files, following agency standards.
• Process incoming mail requests.
• Assist or complete other tasks and special projects as assigned.
• Keep all technology systems up to date with proper documentation.

PERSONAL AND ORGANIZATIONAL DEVELOPMENT

• Set priorities and manages workflow to ensure efficient, timely and accurate processing of transactions and other responsibilities.
• Maintain a cordial and effective relationship with customers, co-workers, carriers, vendors and other business contacts.
• Interact with others effectively by utilizing good communication skills; cooperates positively and provides information and guidance, as needed to contribute to the business efforts of the agency.
• Keep informed regarding industry information and technology to continuously improve knowledge and performance.
• Participate in seminars and classes for skill and knowledge development.

Requirements

• Willing to obtain Pennsylvania and New York state Life, Health and Accident Licenses.
• High School diploma or equivalent, computer keyboarding skills, effective communication skills, friendly and outgoing personality, organization skills and ability to respond to requests effectively and efficiently.
• Ability to communicate orally and in writing with others to explain complex issues, receive and interpret complex information, and respond appropriately.
• Ability to understand written and oral communication and interpret abstract information.
• Excellent oral and written communication skills.
• Strong analytical and problem-solving skills.
• Proficient in Microsoft Excel and Word.
• Ability to perform 70% sedentary work, exerting up to 10 pounds of force occasionally and exerting negligible force frequently or constantly to move objects, including the body. May be asked to exert up to 20 pounds of force periodically, as needed.
• Field of vision must be adequate to observe up and down or right to left while eyes are fixed on a given point.
• Ability to process written and other materials visually.
• Physical efforts required include fingering, repetitive small motor activity, grasping, verbally communicating detailed and important information to others quickly and accurately, stooping, reaching, standing, lifting light objects less than ten pounds frequently, and climbing occasionally.
• Requires ability to receive detailed information through oral communication, perceiving the nature of sounds with no less than a 40 dB loss at 500 Hz, and 2000 Hz without correction.

Company Description
Gannon Associates Insurance can attribute our company's steady growth to one thing, loyalty. Currently, we have 12 office locations and a service area that covers Pennsylvania, New York and other surrounding states. This tremendous growth we experienced is dedicated to the loyalty we give to our customers each and every day. We reinvest in our people and our technology to ensure that we deliver on the promise.