Remote Customer Service Representative - Group Benefits
Rep Service Star - OK10BN
We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.
Group Benefits is a division of The Hartford that provides businesses with necessary services such as administrative, billing, and technical support for our portals that include Short Term Disability, Long Term Disability, Life and Supplemental Life products. We're a smaller tight knit contact center with a strong focus on teamwork and strong impactful customer experiences.
Our contact center is very diverse with a large variety to the types of transactions we service. If you want to learn more about a dynamic and fast-growing segment of The Hartford's business and enjoys working in a high-paced, high-energy environment; here's what you need to know.
RESPONSIBILITIES:
• Demonstrates ability to be tech savvy to assist customers with website and troubleshoot technical issues.
• Build rapport and maintain positive relationships with our internal customers.
• Take inbound customer calls using your active listening skills, understanding their individual needs, personalizing a solution of value, and creating a memorable customer experience.
• Working customer emails in between inbound customer calls utilizing critical thinking skills, must have a high level of attention to detail.
• Respond to benefit questions (Short Term Disability, Long Term Disability, Life, Supplemental Life products) and billing/administrative questions.
• Adhering to established compliance and performance processes; provided both verbally and written.
• Utilize active listening and critical thinking skills to quickly analyze and clearly understand a specific request or customer need, and then leverage knowledge and resources to provide the appropriate solutions.
• Take ownership to ensure that we go above and beyond to service each customer's need, utilizing every touch point as an opportunity to build value and The Hartford brand.
SCHEDULE:
• Start Date: August 19, 2024
• Location: Remote
• Training Hours:
• 7:00 am - 3:30 pm PST Monday - Friday
• 8:00 am - 4:30 pm MST Monday - Friday
• 9:00 am - 5:30 pm CST Monday - Friday
• 10:00 am - 6:30 pm EST Monday - Friday
• Time off during training is not allowed.
• Post Training Schedule:
• Will be assigned a schedule, approximately 2 weeks before completing training, anytime between the hours of 8:00 am-8:00 pm EST Monday-Friday.
QUALIFICATIONS:
• Strong technical skills with the ability to troubleshoot complex technical issues and provide the reason/resolution in simple terms to our customers.
• Ability to empathize.
• A demonstrated background in customer service, insurance, retail, sales, or a related field.
• The ability to work in a fast-paced environment, navigate multiple programs and effectively use on-line resources to complete customers' requests.
• Excellent communication skills to develop and enhance strong impactful customer relationships:
• Written: spelling/grammar, clear, concise, and cohesive messaging.
• Verbal: tone, active listening, proper etiquette, convey sincerity and confidence.
• Strong customer service skills with a focus on delivering high customer value.
• Strong skills in all basic computer applications (Microsoft Outlook, Word, Excel, PowerPoint, etc.).
• Bilingual (Spanish / English) is preferred but not required.
• For full-time, occasional, part-time, or remote positions: (1) high speed broadband internet service is required, we do not recommend or support DSL, wireless, Wi-Fi, Hotspots, Fiber without a modem and Satellite; (2) Internet provider supplied modem/router/gateway is hardwired to the Hartford issued computer with an ethernet cable; and (3) 100MB download/10MB upload. Contact/Call center role using Genesys softphone and Citrix/ATO users. Users who participate in frequent Teams video conferences, as well as those who download/upload large file content throughout the workday.
• To confirm whether your Internet system has sufficient speeds, please visit http://www.speedtest.net from your personal computer.
ADDITIONAL INFORMATION:
• We are invested in you from Day 1 as an individual and in your career journey. We prioritize supporting your skill development early in your career. Whether this means growing your career within the business or leveraging your talents across the organization, you can count on your leader to make an investment in your development!
BENEFITS:
• Medical, Dental, Vision, Life and Disability Insurance. Effective day 1.
• 25 days paid time off in your first full year of service and Paid Holidays
• Tuition reimbursement, Student Loan Paydown Program
• 401K
• Click on this link to learn more about our comprehensive benefits package and award-winning well-being program: https://www.thehartford.com/careers/benefits
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$40,685 - $61,027
Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
About Us | Culture & Employee Insights | Diversity, Equity and Inclusion | Benefits
