Customer Support Center Representative (CSC Rep)

• Maintains an in-depth knowledge of all company products, bylaws, member benefits, policies, procedures, and conservation techniques. 
• Analyzes member inquiries; determines steps for resolution; and accurately processes within required timeframes. Research member files; follows regulatory guidelines; follows current policies and procedures; accurately interprets certificate and contract requirements; and verifies that information quoted to member is correct. 
• Responsible for walk-in, internet, mail, and e-mail member services. 
• Maintains knowledge to perform receptionist duties as needed. 
• Analyzes certificate provisions to determine methods of effecting desired changes such as change of beneficiary, type of insurance, and change in method of payment. 
• Supports all positions in the Customer Support Center when necessary. 
• Other duties as assigned. 

• Associate degree or equivalent from two-year college or technical school. 
• 3+ years of related experience and/or training, or equivalent combination of education and experience.
• Possesses the ability to manage difficult or emotional customer situations in a professional manner by identifying and resolving problems and responding to requests for service and assistance.
• Direct experience using the internet and the Microsoft suite of products including Word, Excel, and Outlook. 
• Working knowledge of LifePRO, Image Now, Accurint, Ben Tracking, Stellent, and CASY is helpful.
• All job offers are contingent upon successful completion of a background check.

• Medical Insurance
• Vision and Dental Insurance
• Short-term Disability, Life and AD&D Insurance
• 401K Plan