Remote Customer Service Representative - Group Benefits

Rep Service Star - OK10BN We?re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals ? and to help others accomplish theirs, too. Join our team as we help shape the future. Group Benefits is a division of The Hartford that provides businesses with necessary services... such as administrative, billing, and technical support for our portals that include Short Term Disability, Long Term Disability, Life and Supplemental Life products. We?re a smaller tight knit contact center with a strong focus on teamwork and strong impactful customer experiences. Our contact center is very diverse with a large variety to the types of transactions we service. If you want to learn more about a dynamic and fast-growing segment of The Hartford?s business and enjoys working in a high-paced, high-energy environment; here?s what you need to know. RESPONSIBILITIES: Demonstrates ability to be tech savvy to assist customers with website and troubleshoot technical issues. Build rapport and maintain positive relationships with our internal customers. Take inbound customer calls using your active listening skills, understanding their individual needs, personalizing a solution of value, and creating a memorable customer experience. Working customer emails in between inbound customer calls utilizing critical thinking skills, must have a high level of attention to detail. Respond to benefit questions (Short Term Disability, Long Term Disability, Life, Supplemental Life products) and billing/administrative questions. Adhering to established compliance and performance processes; provided both verbally and written. Utilize active listening and critical thinking skills to quickly analyze and clearly understand a specific request or customer need, and then leverage knowledge and resources to provide the appropriate solutions. Take ownership to ensure that we go above and beyond to service each customer?s need, utilizing every touch point as an opportunity to build value and The Hartford brand. SCHEDULE: Start Date: June 10, 2024 Location: Remote Training Hours: 7:00 am ? 3:30 pm PST Monday - Friday 8:00 am ? 4:30 pm MST Monday - Friday 9:00 am ? 5:30 pm CST Monday - Friday 10:00 am ? 6:30 pm EST Monday - Friday Post Training Schedule: Will be assigned a schedule, approximately 2 weeks before completing training, anytime between the hours of 8:00 am-8:00 pm EST Monday-Friday. QUALIFICATIONS: Strong technical skills with the ability to troubleshoot complex technical issues and provide the reason/resolution in simple terms to our customers. Ability to empathize. A demonstrated background in customer service, insurance, retail, sales, or a related field. The ability to work in a fast-paced environment, navigate multiple programs and effectively use on-line resources to complete customers? requests. Excellent communication skills to develop and enhance strong impactful customer relationships: Written: spelling/grammar, clear, concise, and cohesive messaging. Verbal: tone, active listening, proper etiquette, convey sincerity and confidence. Strong customer service skills with a focus on delivering high customer value. Strong skills in all basic computer applications (Microsoft Outlook, Word, Excel, PowerPoint, etc.). Bilingual (Spanish / English) is preferred but not required. For full-time, occasional, part-time, or remote positions: (1) high speed broadband internet service is required, we do not recommend or support DSL, wireless, Wi-Fi, Hotspots, Fiber without a modem and Satellite; (2) Internet provider supplied modem/router/gateway is hardwired to the Hartford issued computer with an ethernet cable; and (3) 100MB download/10MB upload. Contact/Call center role using Genesys softphone and Citrix/ATO users. Users who participate in frequent Teams video conferences, as well as those who download/upload large file content throughout the workday. To confirm whether your Internet system has sufficient speeds, please visit http://www.speedtest.net from your personal computer. Compensation The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford?s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is: $40,685 - $61,027 Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age About Us | Culture & Employee Insights | Diversity, Equity and Inclusion | Benefits Human achievement is at the heart of what we do. We believe that with the right encouragement and support, people are capable of achieving amazing things. We put our belief into action by ensuring individuals and businesses are well protected, and by going even further ? making an impact in ways that go beyond an insurance policy. Nearly 19,000 employees use their unique talents in careers that span a variety of disciplines ? from developing the latest technology to creating and promoting our products to evaluating future financial risks. We?re also committed to programs that drive education and support volunteerism, which put human beings first. 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