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<h4>Job Details</h4>
<div><strong>Job Location</strong>: Austin Corporate HeadQuarters - Austin, TX</div>
<div><strong>Position Type</strong>: Full-Time/Part-Time</div>
<div><strong>Education Level</strong>: Not Specified</div>
<div><strong>Salary Range</strong>: Undisclosed</div>
<div><strong>Travel Percentage</strong>: Negligible</div>
<div><strong>Job Shift</strong>: Day</div>
<div><strong>Job Category</strong>: Customer Service</div>
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<h4>Description</h4><p style="margin-left:0in;margin-right:0in;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:20pt;"><span style="color:#848484;">Customer Service Representative (Bi-lingual Preferred) </span></span></span></span></p>
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<p style="margin-left:0in;margin-right:0in;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">The Customer Service Representative will be responsible for all forms of member or participant-level contact from members, providers, and occasionally employers and brokers. The primary contact will be inbound calls. Other forms of communication may include mail, email, fax, chat, and outbound calls. Primary call types include benefits and eligibility, enrollment, claims, and retirement account questions. <strong> This position will require training locally in the Austin area but allows candidates to work from home.</strong></span></span></span></p>
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<p style="margin-left:0in;margin-right:0in;"><span style="font-size:13pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#8f8142;"><strong><span style="font-size:12pt;"><span style="color:#848484;">How will you demonstrate our values and positively impact our business? </span></span></strong></span></span></span></p>
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<p style="margin-left:0in;margin-right:0in;"><br>
<span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><strong><span style="color:#74a9db;">DELIVER SERVICE</span></strong></span></span></p>
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<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Actively listens to caller questions and provides quality answers to their understanding.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Respond well in stressful, dynamic calls to promote a resolution to issues</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Answer inquiries and promote the organization's products and services </span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Research and investigate complaints to ensure compliance and procedural adherence</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Develop, nurture, and sustain professional relationships with internal and external business partners by communicating well</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Observe protocol and utilize systems to deliver service consistent with department goals and provide an experience consistent with other team members</span></span></span></span></li>
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<p style="margin-left:0.5in;margin-right:0in;"> </p>
<p style="margin-left:0in;margin-right:0in;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><strong><span style="color:#74a9db;">ESPRIT DE CORPS</span></strong></span></span></p>
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<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Take pride in our work as we deliver service customized to our member's needs.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#000000;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Contribute to the feedback process technically, analytically, and creatively by sharing member and provider feedback</span><span style="font-size:10pt;"> with management so processes can be constantly refined to better service our members.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Generate and utilize system reports to review, analyze, and optimize your key performance metrics for the best possible service.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Participate/support new business growth and retention as an agent providing a quality service experience. Enrollment was fast, it was easy, and they were nice.</span></span></span></span></li>
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<p style="margin-left:0in;margin-right:0in;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><strong><span style="color:#74a9db;">BRING GUSTO</span></strong></span></span></p>
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<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Participate in team functions with a customer-centered focus </span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Provide feedback to leadership to pass along to internal teams regularly to assess and keep abreast of any escalating service issues</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Execute effective and timely resolutions demonstrating an ability to manage all facets of the problem/situation while advocating for the interest of the member/client while adhering to regulations and procedures</span></span></span></span></li>
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<p style="margin-left:0in;margin-right:0in;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><strong><span style="color:#74a9db;">BE EXPERTS</span></strong></span></span></p>
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<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Know our accounts, products, scripts, and processes so well that as a Customer Service Representative, you can anticipate needs, provide direction, and execute resolutions on the first call.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Listen to the needs of the member, translate them into actionable steps, and communicate those steps to create understanding and correct expectations.</span></span></span></span></li>
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<p style="margin-left:0in;margin-right:0in;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><strong><span style="color:#74a9db;">OWN IT</span></strong></span></span></p>
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<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">We can't control the regulations and the policy language, but we own our tone and attitude.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Meet deadlines and be in attendance when expected</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Practice good office etiquette</span></span></span></span></li>
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<p style="margin-left:0in;margin-right:0in;"><span style="font-size:13pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#8f8142;"><strong><span style="font-size:12pt;"><span style="color:#848484;">Specific Knowledge, Skills, and Abilities</span></span></strong></span></span></span></p>
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<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Highly motivated self-starter with the ability to accomplish and </span></span><span style="font-size:10pt;"><span style="color:#000000;">manage multiple priorities independently and simultaneously</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Ability to work as a team player with a committed, positive approach to working through adversity</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Critical thinking skills with the ability to use logic and reasoning to identify deficiencies or other concerns in a dynamic environment</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Uses task system to be accountable and deliver on commitments</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#333333;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Spends up to 100% of the time on phones</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#333333;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Answer questions and handle problem resolution on benefit, provider, or claim issues.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#333333;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Follow up with members and providers as necessary.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#333333;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Process benefit coverage changes and send out supporting documentation as necessary.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Proactively manages expectations and sets realistic expectations for the caller.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Reads required disclosures to enrollees</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Follows privacy and HIPAA guidelines as trained</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Work schedule as agreed to and assigned </span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Adhere to attendance guidelines including tardiness, breaks, and being ready to work at the beginning of a shift.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Maintain Call Quality standards as assigned - Answer the number of calls within standards for hours scheduled.</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Navigates system with proficiency </span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Possesses the necessary computer skills to log on, work, and perform required functions consistently</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Uses a tone and educational style to promote the understanding and acceptance of positive and negative outcomes</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Relies on instructions and guidelines to perform the functions of the job</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Collects detailed information and documents per protocol</span></span></span></span></li>
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<p style="margin-left:0in;margin-right:0in;"><span style="font-size:13pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#8f8142;"><strong><span style="font-size:12pt;"><span style="color:#848484;">Education and Experience</span></span></strong></span></span></span></p>
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<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#000000;">Requires a minimum of a high school diploma or its equivalent </span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#333333;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Experience in healthcare / medical benefits or claim inquiries / Retirement / Insurance and Customer Service</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#333333;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Proven communication and customer service skills </span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#333333;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Ability to adapt communication style based on the caller's needs </span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="color:#333333;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;">Responds well in a stressful, dynamic environment </span></span></span></span></li>
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<p style="margin-left:0in;margin-right:0in;"><span style="font-size:13pt;"><span style="font-family:Arial, sans-serif;"><span style="color:#8f8142;"><strong><span style="font-size:12pt;"><span style="color:#848484;">Additional details</span></span></strong></span></span></span></p>
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<li style="text-align:justify;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#333333;">While performing the duties of this job, the employee is regularly required to see, talk, hear, and use a keyboard and mail. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.</span></span></span></span></li>
<li style="text-align:justify;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><span style="font-size:10pt;"><span style="color:#333333;">Provide a professional work-from-home environment with high-speed internet.</span></span></span></span></li>
<li style="text-align:justify;"><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><strong><span style="font-size:10pt;"><span style="color:#333333;">Business Travel:</span></span></strong><span style="font-size:10pt;"><span style="color:#333333;"> Possibly one to two times per year for company-wide meetings and training</span></span></span></span></li>
<li><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><strong><span style="font-size:10pt;">Job Type:</span></strong><span style="font-size:10pt;"> Part-time </span></span></span></li>
</ul><h4>Qualifications</h4><br><p><span style="font-size:11pt;"><span style="font-family:Calibri, sans-serif;"><em>Fringe Benefit Group 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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.</em></span></span></p>
