Customer Service Representative I

Customer Service Representative I

Remote-Chicago, IL

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

We continuously work to embed equity in our internal practices and are committed to increasing the diversity of our staff across all levels of the organization. We intentionally work to create the right conditions to enable our employees to feel that they can be their authentic selves and fully participate in the life of the enterprise.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity for a remote Customer Service Representative I on our AMA Insurance team.

As a Customer Service Representative I you will support the sales and administrative needs of the AAA TPAProgram. Respond to inbound callsand written correspondence in a manner that will increase the AAA programcustomer base and retain current certificate holders. Engage with callers to maintain a solidreputation and enhance the AAA membership relationship.

RESPONSIBILITIES:

• Buildrapport with customers by greeting them in a courteous, friendly, andprofessional manner. Answer all inbound calls regarding AAA plans in accordancewith Department standards and monitoring guidelines. Ensure that customer understands productinformation and be able to provide additional information to customers asneeded such as benefits, eligibility, plan provisions, premium billing; with aprimary focus on supporting the direct response sales initiatives and retentionof current customers. Identify and escalate priority or problem issues. Followup on customer calls when necessary.
• Meetor exceed production standards by processing changes to the AdministrationSystem, including personal and coverage information and send confirmationdocuments to the caller when needed. Maintain quality standards established by AMA Insurance.
• Handlespecial projects as assigned by the Customer Care Supervisor.

May include other responsibilities as assigned

REQUIREMENTS:

1. High School Diploma required.
2. Minimum of 2 years' experience in a life or health insurance customer service high volume call center.
3. Sales experience a plus
4. Excellent telephone skills including proper telephone technique, multitasking skills and ability to control the call.
5. Basic understanding of insurance related customer service, sales support and premium billing transactions, required.
6. Demonstrates these key competencies: verbal and written communication skills, excellent listening skills, attention to detail, good judgment, adaptability, team work, stress tolerance and high energy level.
7. Ability to listen attentively to customer needs and concerns; demonstrate empathy
8. Basic computer proficiency, particularly with Microsoft applications as well as web-based applications
9. IL Producer's License for Life and Health Insurance, preferred. Will be required to obtain IL Producer's License if not currently licensed.
10. AMA's safety and policy protocols require proof of full vaccination against COVID19 for employment at AMA (including booster when eligible). Employees may apply for a religious or medical exemption from getting the vaccine.

The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation in Chicago.

We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant's race, color, religion, sex, age, national origin, sexual orientation, gender identity and veteran or disability status.

THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION