Davies
Policyholder Services Representative (Remote)
Department:
Customer Service
Employment Type:
Permanent - Full Time
Location:
Home United States
Reporting To:
Jennifer Klinedinst
Compensation:
$17.00 - $18.00 / hour
Description Our Story
Imagine being part of a team that’s not just shaping the future but actively driving it. At
Davies North America , we’re at the forefront of innovation and excellence, blending cutting‑edge technology with top‑tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.
What's in Store
We are on the lookout for
Policyholder Services Representatives
who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. You will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. Policyholder Client Service Representatives spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives. You must possess a high level of empathy, have superb verbal and written skills, and be proactive, independent, and take initiative. This position also requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment.
Key Responsibilities
Provide exceptional customer service in a phone support role
Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries
Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co‑workers
Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures
Complete document processing in an efficient and effective manner
Update and change customer contact and policy information with accuracy
Respond to all written inquiries, communicating clearly and with proper grammar
Meet or exceed all established minimum expectations/metrics and goals for the position
Meet or exceed standards for productivity and quality as established for the role
Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws
Ensure smooth transition of inquiry to appropriate department if/when necessary
Support company values of
We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
Perform other duties as assigned
This is a full-time, home-based position.
Skills, knowledge & expertise
High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
Proficient computer skills and experience in Microsoft Office products required
Insurance or medical background preferred
Understanding of medical terminology, health insurance, claims, and/or Long‑Term Care/Disability Insurance preferred
Possess a high degree of tact, empathy, and professionalism
Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence
Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives
Effectively relay complex insurance information and policy language into basic understandable concepts
Superb written and verbal communication skills; must be clear and concise, both in written
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Customer Service
Employment Type:
Permanent - Full Time
Location:
Home United States
Reporting To:
Jennifer Klinedinst
Compensation:
$17.00 - $18.00 / hour
Description Our Story
Imagine being part of a team that’s not just shaping the future but actively driving it. At
Davies North America , we’re at the forefront of innovation and excellence, blending cutting‑edge technology with top‑tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.
What's in Store
We are on the lookout for
Policyholder Services Representatives
who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. You will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. Policyholder Client Service Representatives spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives. You must possess a high level of empathy, have superb verbal and written skills, and be proactive, independent, and take initiative. This position also requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment.
Key Responsibilities
Provide exceptional customer service in a phone support role
Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries
Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co‑workers
Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures
Complete document processing in an efficient and effective manner
Update and change customer contact and policy information with accuracy
Respond to all written inquiries, communicating clearly and with proper grammar
Meet or exceed all established minimum expectations/metrics and goals for the position
Meet or exceed standards for productivity and quality as established for the role
Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws
Ensure smooth transition of inquiry to appropriate department if/when necessary
Support company values of
We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
Perform other duties as assigned
This is a full-time, home-based position.
Skills, knowledge & expertise
High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
Proficient computer skills and experience in Microsoft Office products required
Insurance or medical background preferred
Understanding of medical terminology, health insurance, claims, and/or Long‑Term Care/Disability Insurance preferred
Possess a high degree of tact, empathy, and professionalism
Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence
Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives
Effectively relay complex insurance information and policy language into basic understandable concepts
Superb written and verbal communication skills; must be clear and concise, both in written
#J-18808-Ljbffr