Process Delivery Specialist - Insurance Policy Administration

Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers.Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers.Provides resolutions to caller problems and issues including researching and exploring alternative solutions.Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope.Accepts payment and initiates disbursement requests over the phone.Navigates through a computerized data entry system or other relevant applications.Manages documentation of all call information according to standard operating procedures.Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received.Undertakes all compliance and regulatory training in line with company requirements.Accountable in keeping up with process related learnings/training and meet performance standards set by the business.Completes customer's transactional requests as provided by caller.Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.Demonstrates accuracy in processing changes to customer policies based on the information provided.Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer's part.