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In today’s business environment, growth isn’t just about building value—it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.
Operations is one of four services that make up one Accenture –the others are Strategy and Consulting, Interactive and Technology.
The Customer Service Group Life Insurance Associate will provide call center functional and/or technical support for a Group Life and Group Disability Insurance client.
Handles customer service inquiries via telephone and/or email and performs variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Life and Disability
Will support the resolution of customer problems, incidents, issues, requests and queries
Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner
Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
Manages incoming telephone calls, emails, and/or faxes for the following lines of business: Life Insurance (Enrollment Support, Web Support, Medical Underwriting Inquiries, Account Maintenance, Billing, Continuation Options and Benefit Administration Support), Disability Insurance (Web Support, Claim Intake with Disability and FML), Absence Reporting (Claim Maintenance, Extension, Dr Info, etc.), Claim Payment Inquiries (STD/LTD), and Claim Approval Status
Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort/operating efficiency
Able to learn and be proficient with client’s incident management and knowledge management tools, client information systems, and service desk procedures
Demonstrates understanding of the customer's business needs as trained and maintains high customer satisfaction ratings
May perform follow up on incidents with customer to ensure customer satisfaction
May support reporting functions providing end of day status, data for weekly status reports, etc.
Must be available for 8 hour shifts between 7AM-7PM CT Monday - Friday
Minimum 1 year of experience in a call center environment
Minimum 6 months of experience in the insurance industry management process interpreting and applying member contracts and benefits
Experience in the medical or insurance field
Experience with reporting
Experience in a BPO/BPS environment
Excellent written and verbal communication skills in English and/or Spanish
As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $36,000-$49,699 and information on benefits offered is here.
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