Customer Service Representative in a hybrid role supporting Icelandic speaking customers for Booking. Responsible for inquiries and mediation between travelers and accommodation suppliers.
About the role
- Eligibility & Member Support Specialist aiding Pacific Life's Workforce Benefits Division in member management and issue resolution. Collaborating with brokers and employers for effective service delivery during audits.
Responsibilities
- Responsible for working independently with brokers and employers to research, problem-solve and remediate in-force client challenges related to member management.
- Identifies root causes of complex member level discrepancies by researching plan design, rates, file feed data, kick outs and doing comparisons to Administration System and TPA information.
- Understands end-to-end impact of policy, rate, & member level changes to eligibility and billing/premium.
- Identifies needed changes to update member level data and coordinate along with file feeds to ensure system data is accurate.
- Leverages data from multiple sources and use tools and formulas to expedite large comparisons.
- Determines any back charges or credits that need reviewed for accuracy.
- Consults with clients and makes decisions aligned with our organization operating model.
- Builds strong relationships with Sales/Distribution, Brokers and Employers.
- Owns issues to ensure timely resolution and escalates to management with recommendations.
Requirements
- College degree or equivalent experience preferred.
- 3-5 years of financial services, product compliance or group benefits operations experience.
- Effective communicator with externally facing presence.
- Customer-centric with problem-solving skillset.
- Detail Oriented.
- Strong analytical skills.
- Demonstrated time management and organizational skills.
- Intermediate skills with MS office applications.
- Expert knowledge of Pacific Life’s Workforce Benefits platforms such as policy admin and workflow tools.
Benefits
- Health insurance
- Medical, Dental, Vision, and Wellbeing Reimbursement Account
- Paid Time Off
- Holiday Schedules
- Financial Planning Time Off
- Paid Parental Leave
- Adoption Assistance Program
- 401k savings plan with company match
Job title
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