You will be responsible for overseeing a range of critical tasks, ensuring operational efficiency and adherence to established protocols. Key duties include managing project timelines, coordinating cross-functional teams, and maintaining high standards of quality control. Additionally, you will be tasked with analyzing performance metrics to identify opportunities for improvement, implementing strategic initiatives to enhance productivity, and fostering a collaborative work environment. Strong leadership, exceptional organizational skills, and the ability to multitask in a fast-paced setting are essential for success in this role.
You will oversee communications with clients within designated account relationships and manage related contracts.
You must respond to clients promptly, delivering complete and accurate information in a single communication.
Respond to incoming calls and emails, addressing both straightforward and intricate inquiries related to eligibility, card status, Envoy registration and navigation, policy benefits, issuance of certificates of insurance, claims status, and other pertinent information while delivering effective solutions to customers and clients.
Handles incoming inquiries and requests submitted via mail, telephone, or in-person visits concerning insurance claims and policies. Corresponds with policyholders, clients, brokers, and other stakeholders to address their questions and concerns effectively.
Conducts thorough research to address inquiries and analyzes policy provisions in order to determine the most appropriate response.
Prepares and dispatches claim forms along with supporting documentation to designated units for final processing.
Demonstrates strong interpersonal abilities and proficiency in analyzing and clarifying policy details. Addresses inquiries, grievances, complaints, and appeals—spanning from standard to moderately complex scenarios—with a high degree of autonomy.
Professional assistance may be required to address intricate customer service challenges.
Qualifications
A diploma or bachelor’s degree certificate is required for this position.
Proficient in both written and verbal English communication, with a high degree of clarity and professionalism.
Exceptional proficiency in organizational skills and time-management capabilities is essential.
Independently addresses inquiries, grievances, complaints, or appeals, spanning from routine to moderately complex matters.
We seek candidates with at least one year of hands-on customer service experience, including the ability to assess and resolve customer issues effectively; prior call center experience is advantageous.
Proven capability to thrive in a high-volume, fast-paced call center environment with the capacity to handle significant workloads efficiently.
Demonstrates a strong capacity to operate autonomously while also contributing effectively as a collaborative team member.
Intermediate-level proficiency with Microsoft Office Suite is required, along with a strong ability to manage multiple tasks simultaneously—both independently and through computer-based workflows.
A familiarity with medical terminology would be advantageous.
Conditions/requirements
Perform duties in rotating shifts covering 24 hours a day, seven days a week.
We require availability to work five days per week.
In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
Qualifications
BA/BSc/HND , Diploma
Experience Required
1 year
