COPIC Hiring for Customer Service Representative Job at Remote Full Time

JOB OVERVIEW:

Reporting to the Director of Customer Service, this position is responsible for serving as one of the main initial points of contact for COPIC customers via COPIC’s incoming phone lines. This position is primarily responsible for performing initial customer service, triage, and support for COPIC insureds. In this regard, the incumbent performs duties which include, but are not limited to the following:

• Answering phones and providing first-level service and support to company insureds for inbound calls to the customer support line and COPIC’s main incoming line
• Assisting with premium payment requests and questions
• Having a good understanding of all facets of the customer service center to provide support to insureds and third-party certificate holders as necessary
• Provide website support for log-in, navigation, and content related questions
• Issuance of certificates of insurance, claims history, and loss runs
• Handling address and name change requests
• Special projects as assigned by the Director of Customer Service or SVP of Underwriting

REQUIRED QUALIFICATIONS AND SKILLS:

• Good organization;
• High quality of work without supervision;
• Extensive interaction and communication with customers, agents and employees;
• Handle stressful situations professionally;
• Ability to handle multiple tasks simultaneously;
• The ability to prioritize and manage time effectively;
• Close teamwork;
• Good follow-up;
• Attention to detail;
• Ability to maintain and preserve confidentiality;
• Ability to be an exceptional company representative.

DESIRED QUALIFICATIONS AND SKILLS:

• 1-2 years office and customer service experience preferred.
• College education and/or related insurance experience.

ESSENTIAL FUNCTIONS:

Objective #1: Customer service/telephone support (70%)

• Monitor several mailboxes for customer requests, including – Credentialing, Customer Support, and COPIC Main
• Monitor incoming credentialing fax line electronically for customer requests
• Respond to phone requests from the Customer Support line and COPIC’s main line
• Triage questions and assist with general requests or transfer call to the appropriate department
• Assist caller with all facets of the customer service center/website including user setup, password resets, and premium payments
• Produce reports outlining calls completed and passing along agreed upon service-related requests/issues as appropriate
• Produce certificates of insurance, claims history reports, and loss runs after validating requests
• Assist with policyholder account relationship maintenance and coordinate internal teams to service account issues as needed

Objective #2: Program Business Support (20%)

• Monitor COPIC Advantage mailbox for Western Summit policy documentation
• Review submitted documents and track receipt of application, policy & proxy documents
• Upload documents to ImageRight and flag/file appropriately
• Follow-up with Western Summit when required documents are missing and update tracking documents accordingly
• Maintain program business documentation as processes change

Objective #3: Miscellaneous/Special Projects (10%)

• Assist with data quality clean-up efforts
• Assist with imaging system document uploads for rate notifications
• Assist with updates and maintenance of team documentation
• Other duties as assigned by the Director of Customer Service or SVP of Underwriting

WORKING CONDITIONS:

• Ability to sit and stand for long periods of time;
• Hybrid work environment, reliable transportation.

NOTE: Job duties and/or qualifications are subject to change at any time.

About COPIC:

COPIC’s mission is to improve medicine in the communities we serve. We strive to be the premier diversified service organization providing professional liability insurance and other needs of the health care community through advocacy, innovation, and the commitment and dedication of our employees.

We offer competitive wages, a comprehensive and highly sought-after benefits package including health, dental, vision, life insurance, long term disability, employee assistance program, 401(k) plan, pension, short term disability, paid time off and holidays, and a great work environment with fun, friendly people who truly enjoy their work. Hiring range for this position is $20.53/hourly to $23.61/hourly.

Job Type: Full-time

Pay: $20.53 – $23.61 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work Location: Remote