Responsible for managing Anti - Money Laundering and Know - Your - Customer processes in banking. Engaging clients and ensuring compliance with regulations in U.S. and non - U.S. activities.
About the role
- Bilingual Customer Care Coordinator for healthcare domain handling client inquiries via calls and emails. Ensuring adherence to protocols and providing top-notch customer service.
Responsibilities
- Triage incoming telephone calls from clients efficiently and with a high degree of professionalism and excellent customer service.
- Triage and respond to electronic inquiries efficiently and in accordance with client guidelines.
- Maintain excellent quality standards across all client programs; follow scripts and program guidelines.
- Accurately collect information required by various programs and correctly enter it into program-specific databases; thoroughly and accurately document and/or triage all electronic and telephone inquiries.
- Process or triage adverse events and product quality complaints in accordance with Inizio, client, and regulatory guidelines.
- Demonstrate strong communication and telephone-management skills.
- Speak with callers empathetically and help them understand terminology when applicable.
- Possess and use effective organizational and time-management skills to handle client interactions.
- Navigate multiple databases simultaneously and efficiently.
- Adhere to all company policies and standard operating procedures.
- Be flexible within the department to maximize utilization, including performing administrative and non-telephony tasks as needed.
- Protect patient privacy and confidentiality by following the guidelines set out in HIPAA (Health Insurance Portability and Accountability Act) privacy and security rules.
Requirements
- Bachelor’s degree or equivalent professional experience
- Fully bilingual in English and French (spoken and written)
- Experience in a fast-paced customer service role is strongly preferred
- Excellent verbal, written, and listening communication skills
- Pleasant telephone manner
- Experience in a high-volume call center is strongly preferred
- Solution-oriented with strong time-management and organizational skills
- Strong technical skills, excellent computer literacy, ability to navigate different database systems and learn new software applications
- Ability to work effectively both independently and as part of a team
- Flexibility and adaptability to meet organizational and scheduling needs; an 8-hour shift with breaks may vary between 8:00 and 20:00 Eastern Time.
Benefits
- Health benefits from day one of employment
- Longevity/anniversary bonuses
- Quarterly Star Award
- Annual Inizio Circle of Excellence awards
- Employee referral bonus
- Library of online training courses
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