Customer Service Representative

Velocitii is a company that values inclusivity and employee growth, and they are hiring Remote Customer Service Representatives. The role involves providing support to clients and agents, answering questions, and guiding members through life insurance and financial service requests in a fast-paced, remote environment.

Responsibilities:

• Answer incoming and place outbound calls from members and agents with professionalism, empathy, and care
• Assist with policy-related requests, account updates, beneficiary changes, payment options, loans, claims, and other certificate inquiries
• Research member files and analyze inquiries to determine the best path to resolution
• Navigate multiple systems and resources to verify information, benefits, and eligibility accurately
• Interpret policy provisions, procedures, and regulatory guidelines to ensure requests are handled correctly and within required timeframes
• Handle sensitive and emotional conversations with compassion while maintaining compliance standards
• Utilize strong problem-solving and decision-making skills to resolve complex member concerns
• Stay up to date on products, member benefits, policies, procedures, and industry regulations
• Meet quality and productivity goals while delivering an exceptional member experience

Requirements:

• 6+ months in a call-center experience
• 1+ year of customer service experience
• Strong verbal and written communication
• Organizational, problem-solving, and decision making skills
• Ability to navigate multiple computer systems
• Experience in a virtual desktop environment
• Distraction-free remote workspace
• High school diploma or GED
• Previous experience supporting life insurance, annuity, or other financial service products
• Familiarity with Third Party Administrator (TPA) concepts
• Knowledge of medical/dental terminology or claims processing