Call Center Representative

Job Description:

With the customer as the main focus, this role will take a proactive approach to every customer interaction, to ensure a high-quality customer experience.

This role is primarily accountable for managing, resolving and communicating service requests that are progressively more complex. Covering a comprehensive suite of products, tools and services this role utilizes multiple systems, platforms and methods as outlined within the department training plan to meet service level standards. The role also has responsibility for Customer Protection around Personally Identifiable Information and risk mitigation including Account Take Over and Fraud.

Incumbents fully understand that the customer is at the center of everything we do and demonstrate behaviors that exemplify this.

Key Responsibilities:

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact. Provide information and insight on insurance, group benefit, retirement or banking products the member/policy holder may have, typically related to coverage, benefits payments, follow up on outstanding information requests or policy features.
• Effectively use multiple administrative systems to resolve inquiries, within the defined service standards. Assist customers with the completion of appropriate forms and other policy requirements
• Respond to customer inquiries on insurance/investment policies and claims
• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience
• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines
• Identify opportunities and make recommendations to improve operational processes and practices
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service
• Keep current with company policies, procedures and processes
• Meet expectations relative to productivity, accuracy and service excellence
• Process transactions on behalf of clients if/when required
• Confidently dealing with unclear/unfamiliar expectations from clients
• Managing time effectively within a high volume and fast paced work environment
• Dealing with multiple cases simultaneously in a timely manner
• Maintaining procedural expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment
• Able to deal with differing opinions and personalities in a professional manner
• Has authority to operate within defined guidelines and processes/practices

Qualifications Basic

· At least 1 years of relevant work experience

· High School Diploma or GED Equivalent

Preferred:

· Customer service focus and skills

· Ability to build positive relationships between customer/company

· Commitment to achieving high levels of service excellence

· Ability to work independently or with minimal direction, within a team

· Excellent communications skills (verbal and written) in English and/or French/Spanish

· Analytical and problem solving skills

· Assuming responsibility and taking ownership until resolution

· Knowledge of our business policies, procedures and concepts

· Ability to effectively organize, prioritize and multi-task

· Attention to detail

· Post-secondary education with industry certification is preferred or equivalent work experience

· Ability to work collaboratively with teams and peers

About Us:

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutionsapproach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 43 delivery centers in 16 countries spread across 5 continents, with 56,864 employees from 107 nationalities, as of September, 2023.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

Job Type: Full-time

Benefits:

• Dental care
• Flexible schedule
• Paid time off
• Vision care

Schedule:

• 8 hour shift

Work Location: In person