Inbound Contacts Representative 4
Humana

Job Info

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Description

The Inbound Contacts Representative 4 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 4 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.

Responsibilities

The Inbound Contacts Representative 4 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are regarding the daily priorities for an administrative work group and/or external vendors including coordinating work activities and monitoring progress towards schedules/goals, and often oversees work of others and/or is the primary administrative owner of a main process, program, product or technology. Works within broad guidelines with little oversight.

Required Qualifications

• High School Diploma
• 2 - 4 years of Customer Service experience
• Demonstrated capability with coaching and developing associates formally and informally
• Proficiency in Microsoft Office applications, including: Outlook, Word and Excel
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• Bilingual: English/Spanish and/or Creole. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing

Preferred Qualifications

• Associate's or Bachelor's Degree
• Previous experience with coordinating and leading projects and tasks

Additional Information

Language Proficiency Testing: Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

Ability to work between the hours of 8amEST - 6pmEST

Scheduled Weekly Hours

40

This job has expired.