Customer service representative assisting with claims for Travelers insurance company. Responsible for customer inquiries, claim support, and data management in a hybrid role.
About the role
- Customer Operations Associate working with Medicare insurance agents to enhance their onboarding process. Collaborates primarily via email and video, ensuring smooth operations in a hybrid setting.
Responsibilities
- Provide exceptional support and a top-tier customer experience to insurance agents via email, 1-on-1 calls, and group video walkthroughs, offering troubleshooting assistance and clear guidance to resolve issues
- Manage a queue of carrier contracting requests in progress, enabling engagement with the Spark platform for both new and existing agents onboarding onto the platform
- Coordinate complex workflows seamlessly between agents and insurance carriers, ensuring accuracy and timeliness
- Align with Spark company values and brand guidance to respond promptly and professionally to customer inquiries across a range of operational topics
- Proactively follow-up with agents and insurance carriers to ensure complete and timely resolution to requests
- Act as a first point of escalation from tier-1 support teams when inquiries are related to operational issues
- Identify opportunities to streamline workflows and recommend improvements to enhance team efficiency.
Requirements
- 1-3 years of experience in customer or user-facing support, operations, onboarding, or a similar role
- An empathetic and partner-obsessed approach to problem-solving, with a passion for delivering high-quality experiences
- A relentless desire to overcome blockers, identifying root causes to achieve success despite obstacles and diversions
- A proactive mindset, resourcefulness, with the ability to identify opportunities to improve workflows
- Proven ability to:
- Meet and exceed Service Level Agreements (SLAs) in a fast-paced environment
- Maintain extreme attention to detail while managing multiple tasks
- Excellent verbal and written communication skills
- Quickly adapt to new technologies, workflows, and processes
- Deliver exceptional customer service with patience and professionalism
Benefits
- Equity compensation
- Health care, including dental and vision through our PEO Sequoia
- Flexible work location; co-working available
- 401k
- Paid Time Off
- Monthly Remote Work Stipend (help cover costs of home-office needs)
- Paid Parental Leave
- Up to 14 weeks for birthing parents
- Up to 8 weeks for non-birth parents
- 11 paid holidays
- 2 week sabbatical at 5 years of employment
- Wellbeing Perks through SpringHealth, OneMedical, PerkSpot, and SoFi
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