Health & Benefits - Customer Service Representative / Support Specialist (Remote) (General Consideration) (Finance)
The Support Specialist will report to the Member Services Supervisor in the CBD Member Services. This role is responsible for supporting our customers' journey through the healthcare reimbursement system. This position is challenging, fast paced, but rewarding while delivering one superior quality experience at a time. This position requires partnering closely with the customer to provide valuable insights, education, and direction for on-line support that would be most value to our customers.
- Accountable for and provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed member satisfaction while educating constituents on CDB policies and programs.
- Consult with members to support easy navigation of the available online tools, from checking an account balance to submitting claims.
- Accountable for resolving issues without management intervention to remove barriers for the member.
- Responsible for initial call skills after training and may be cross trained to other skills on a later date.
- Accountable to protect sensitive member information with discretion.
- Responsible for all levels of member engagement, while prioritizing effectively to meet member service goals / deadlines.
- Other duties as assigned.
This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift.
Internet speed requirements:
- Upload Speed: >20 Mbps
- Download Speed: >100 Mbps
- Must be able to hardwire ethernet cable to internet modem/router.
Training Class/Start Date: 02/03/2025 (subject to change due to business needs)
- Attendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position).
- Training is approximately four to five weeks. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position.
Training Schedule/Shift: 9 a.m. to 5:30 p.m. ET and 10:30 a.m. ET to 7 p.m. ET (subject to change due to business needs)
- Pacific Time: 6 a.m. to 2:30 p.m. and 7:30 a.m. to 4 p.m.
- Mountain Time: 7 a.m. to 3:30 p.m. and 8:30 a.m. to 5 p.m.
- Central Time: 8 a.m. to 4:30 p.m. and 9:30 a.m. to 6 p.m.
Regular Schedule/Shift: 11:30 a.m. ET to 8 p.m. ET (subject to change due to business needs)
- Pacific Time: 8:30 a.m. to 5 p.m.
- Mountain Time: 9:30 a.m. to 6 p.m.
- Central Time: 10:30 a.m. to 7 p.m.
Some Saturdays 10 a.m. ET to 3 p.m. ET (subject to change due to business needs)
- Pacific Time: 7 a.m. to 12 p.m.
- Mountain Time: 8 a.m. to 1 p.m.
- Central Time: 9 a.m. to 2 p.m.
