Customer Service and Benefits Advisor (Hybrid)
DOXA Insurance, Scottsdale, AZ, United States
Member Benefits Advisor I
AGIA Affinity is an established but growing insurance and benefits marketing partner to some of the largest and most iconic associations and organizations in the country. Our clients include many veterans' organizations, fraternal organizations, loyalty programs, and more. Ensuring that our client's members have the coverages they need when they need it is at the heart of everything we do. For 66 years we have sought to improve the lives of not only our client members but our internal members as well. The Member Benefits Advisor I is responsible for servicing and supporting member benefit products while delivering a high level of customer service. This role assists members with inquiries, resolves concerns, and identifies opportunities to promote relevant products and services that support member satisfaction and retention. The Advisor positions the client brand as a key component of AGIA's service and retention strategy. Essential Job Functions Answer incoming calls from members, group participants and other customers, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus. a. Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions. b. Adhere to quality program metrics and achieve quality performance levels. Assist members with general service inquiries, billing questions, eligibility updates, and policy-related requests. Update and maintain customer billing and eligibility information in appropriate administrative systems. Process and fulfill customer requests following approved procedures. Support member retention by identifying concerns and providing appropriate solutions when members inquire about changes or cancellations. Maintain up to date knowledge of products, services, and active offerings to ensure customer satisfaction and identify opportunities to promote additional value. Resolve member complaints and concerns through active listening, empathy, and professionalism. Identify member needs through effective questioning techniques in order to recommend relevant products or services that support long term member value. Share successes, feedback, and new ideas with team members in order to achieve both individual and team goals. Perform other miscellaneous functions and special projects as assigned. Performance Measures Achieve established productivity goal as outlined and measured in departmental scorecards. Achieve established quality goal as outlined and measured in departmental scorecards. Support service and retention goals as outlined and measured in departmental scorecards. Metrics relevant to coaching or additional training show improvement as defined in coaching or training goals. Adhere to work, lunch and break schedule including attendance and punctuality standards. Requirements Education/Certification: High school diploma or equivalent. Required Experience:
Minimum two years of high volume customer call center experience. Previous customer service experience required Required Knowledge:
Knowledge of call center customer service principles and practices. General understanding of service-based customer engagement principles. Knowledge of call center environment and expectations. Skills/Abilities:
Ability to work in a fast-paced, high call center environment. Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers. Basic proficiency in MS Office. Travel: No domestic travel. Work Schedule: Ability to work within standard call center operating hours. Work Environment: DOXA Insurance Holdings offers a dynamic work environment and a collaborative culture. Our headquarters is located on the 10th floor of the Indiana Michigan building at 101 E. Washington in the revitalized downtown Fort Wayne, Indiana
AGIA Affinity is an established but growing insurance and benefits marketing partner to some of the largest and most iconic associations and organizations in the country. Our clients include many veterans' organizations, fraternal organizations, loyalty programs, and more. Ensuring that our client's members have the coverages they need when they need it is at the heart of everything we do. For 66 years we have sought to improve the lives of not only our client members but our internal members as well. The Member Benefits Advisor I is responsible for servicing and supporting member benefit products while delivering a high level of customer service. This role assists members with inquiries, resolves concerns, and identifies opportunities to promote relevant products and services that support member satisfaction and retention. The Advisor positions the client brand as a key component of AGIA's service and retention strategy. Essential Job Functions Answer incoming calls from members, group participants and other customers, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus. a. Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions. b. Adhere to quality program metrics and achieve quality performance levels. Assist members with general service inquiries, billing questions, eligibility updates, and policy-related requests. Update and maintain customer billing and eligibility information in appropriate administrative systems. Process and fulfill customer requests following approved procedures. Support member retention by identifying concerns and providing appropriate solutions when members inquire about changes or cancellations. Maintain up to date knowledge of products, services, and active offerings to ensure customer satisfaction and identify opportunities to promote additional value. Resolve member complaints and concerns through active listening, empathy, and professionalism. Identify member needs through effective questioning techniques in order to recommend relevant products or services that support long term member value. Share successes, feedback, and new ideas with team members in order to achieve both individual and team goals. Perform other miscellaneous functions and special projects as assigned. Performance Measures Achieve established productivity goal as outlined and measured in departmental scorecards. Achieve established quality goal as outlined and measured in departmental scorecards. Support service and retention goals as outlined and measured in departmental scorecards. Metrics relevant to coaching or additional training show improvement as defined in coaching or training goals. Adhere to work, lunch and break schedule including attendance and punctuality standards. Requirements Education/Certification: High school diploma or equivalent. Required Experience:
Minimum two years of high volume customer call center experience. Previous customer service experience required Required Knowledge:
Knowledge of call center customer service principles and practices. General understanding of service-based customer engagement principles. Knowledge of call center environment and expectations. Skills/Abilities:
Ability to work in a fast-paced, high call center environment. Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers. Basic proficiency in MS Office. Travel: No domestic travel. Work Schedule: Ability to work within standard call center operating hours. Work Environment: DOXA Insurance Holdings offers a dynamic work environment and a collaborative culture. Our headquarters is located on the 10th floor of the Indiana Michigan building at 101 E. Washington in the revitalized downtown Fort Wayne, Indiana