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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on problem-solving, effective communication, and the ability to manage challenging interactions. Proficient in using computer systems and software to maintain accurate data and comply with confidentiality standards.
Highest-signal resume keywords
Customer Service ExperienceData Entry AccuracyVerbal And Written Communication SkillsProblem-Solving AbilitiesHIPAA Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data EntryComputer Systems ProficiencyMicrosoft OfficeSpreadsheet FunctionsCRM Software
Soft Skills
Active ListeningEmpathyConflict ResolutionAttention To DetailMultitasking
Tools & Technologies
Telephony SystemsWeb-Based SoftwareInternal Systems
Certifications & Qualifications
High School Diploma
Industry Keywords
Customer CareInsurance OperationsCall Center ExperiencePHI Compliance
About the role
Key responsibilities & impact- Handle customer and internal inquiries primarily by phone while delivering a high level of customer service
- Use internal systems, web-based software, CRM, telephony systems, and other resources to research information and resolve inquiries
- Provide accurate and timely responses to applicants, policyholders, agents, and medical providers
- Perform accurate data entry and maintain customer and business information
- Apply product knowledge, company policies, procedures, and resources to address customer needs
- Identify requests requiring additional assistance or escalation, route them appropriately, and complete follow-up
- Maintain working knowledge of company policies, procedures, products, and processes
- Manage challenging customer interactions, de-escalate concerns, and escalate when necessary
- Maintain concise, factual, and objective documentation of customer interactions and actions taken
- Protect confidential customer information and comply with HIPAA, PHI, and company requirements
- Meet Customer Care quality standards and performance expectations
- Contribute to a positive customer experience and collaborative team environment
Requirements
What you’ll need- High School Diploma or equivalent
- Proficiency in using Computer Systems and software
- 3-5 years of Customer service experience
- Excellent verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Ability to handle challenging situations with empathy and patience
- Ability to multitask and work in a fast-paced environment
- Strong attention to detail and commitment to accuracy
- Strong active listening, critical-thinking, de-escalation, and conflict-resolution skills
- Strong computer skills, including accurate data entry, business systems, Microsoft Office, and basic spreadsheet functions
- Reliable, high-speed internet connection
- Ability to securely access company systems from a remote work environment
- Confidential, quiet, secure, professional workspace free from distractions
- Appropriate workstation setup
- Successful completion of a required background check
- Previous customer service experience is a plus
- Call center experience preferred
- Previous experience in insurance operations, customer service, or insurance agency/call center preferred
Benefits
Comp & perks- PTO
- Medical insurance
- Dental insurance
- Vision insurance
- Retirement savings
- Disability insurance
- Life insurance
- Company-provided computer, headset, required software, and systems
- Remote work arrangement