Senior Customer Service Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. As a Senior Customer Service Representative, you'll deliver exceptional customer service by handling calls and emails, resolving issues, and building strong relationships with customers.

Responsibilities:

• Making on average 55+ outbound/inbound/emails for needs for the contact center collecting caller information and handling calls from members answer a variety of questions. Example: HSA balance, pending claims, benefit coverage/eligibility
• Handle calls/emails, resolving customer issues in a first call resolution
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Research issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve issues
• Provide education on future self-service functions
• Meet the performance goals established for the position in the areas of efficiency, interaction quality, provider satisfaction, first call resolution and attendance

Requirements:

• High School Diploma / GED
• Must be 18 years of age OR older
• 1+ years Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to train for six weeks during the hours of Monday - Friday, 08:00AM - 04:30PM CST
• Ability to work any 8.5-hour shift between 6:00 AM and 10:00 PM CST, Sunday - Thursday or Tuesday - Saturday. Final shift assignment will be determined during training. Mandatory overtime will be in effect from January 1 through January 16
• 1+ years of call center experience