PRODUCTION AGENT L1

Production Agent L1

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
Job Description: As a Customer Service Representative at Wipro LLC, you will serve as a crucial link between our valued members and essential health services. Your primary role involves providing accurate, timely, and compassionate information that empowers members to make informed health decisions and access appropriate care seamlessly. Each day, you will handle a high volume of 50 to 70 inbound calls, addressing diverse inquiries with empathy and professionalism. This role requires strong communication skills, attention to detail, and a proactive approach to resolving concerns, thus supporting our commitment to exceptional customer advocacy.
The position is full-time, Monday through Friday, requiring flexibility to work any 8-hour shift within our business hours, from 7:00 AM to 7:00 PM CST. This schedule may occasionally require overtime to meet business needs. Training will be delivered virtually, ensuring you receive comprehensive preparation from the comfort of your home, equipped with the necessary resources and support to excel.
Key responsibilities include:
Handling sensitive and complex call scenarios with diplomacy, professionalism, and emotional intelligence.
Attentively listening to members to fully understand their perspectives and needs.
Proactively identifying potential issues affecting customer experience and seeking timely resolutions.
Documenting issues accurately and routing them correctly to cross-functional teams for effective follow-up and resolution.
Responding efficiently to inquiries related to eligibility, benefits, claims, policies, reimbursements, and appeals through multiple communication channels including telephone, email, and written correspondence.
Utilizing internal resources for warm transfers to appropriate departments within UnitedHealth Group to expedite service delivery.
Consistently meeting or exceeding established standards for accessibility, responsiveness, reliability, professionalism, productivity, quality, and timeliness.
Independently managing inquiry caseloads, ensuring each case is resolved promptly and with high-quality outcomes.
Contributing to overall member and client satisfaction through clear communication and problem-solving capabilities.
In this role, your dedication and expertise will directly enhance the lives of our customers by facilitating their healthcare journeys with clarity and compassion. Join us in a dynamic, rewarding environment where your contribution is valued and your professional growth is supported.
The expected compensation for this role ranges from $30,000 to $35,000. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.
Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.