Offer summary

Qualifications:

High School education/GED required with at least one year of customer service experience or equivalent education and experience., Proficient in Microsoft Office and possess strong verbal and written communication skills., Empathy, professionalism, and exceptional interpersonal skills are essential for this role., Insurance or medical background and understanding of medical terminology preferred..

Key responsibilities:

Provide exceptional customer service through phone support, responding to policyholder inquiries and complaints.

Utilize active listening skills to identify caller needs and respond appropriately according to established guidelines.

Process documents efficiently and update customer information accurately while maintaining confidentiality.

Meet or exceed productivity and quality standards while supporting company values and performing additional duties as assigned.

Job description

Department: Customer Service

Location: Home United States

Compensation: $18.00 / hour

Description

Our Story
Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America, we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.

What's in Store

We are on the lookout for experienced Policyholder Services Representatives who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. As the Policyholder Services Representative, you will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. You will spend 80% or more of your day responding to telephone and/or written inquiries from policyholders and/or their representatives.

To be successful in this role, you must possess a high level of empathy and have superb verbal and written skills. This position also requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment.

Key Responsibilities

Provide exceptional customer service in a phone support role
Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries
Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers
Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures
Complete document processing in an efficient and effective manner
Update and change customer contact and policy information with accuracy
Respond to all written inquiries, communicating clearly and with proper grammar
Meet or exceed all established minimum expectations/metrics and goals for the position
Meet or exceed standards for productivity and quality as established for the role
Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws
Ensure smooth transition of inquiry to appropriate department if/when necessary
Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
Perform other duties as assigned

This is a full-time, home-based position.

Skills, knowledge & expertise

High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
Proficient computer skills and experience in Microsoft Office products required
Insurance or medical background preferred
Understanding of medical terminology, health insurance, claims, and/or LTC preferred
Possess a high degree of tact, empathy, and professionalism
Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence
Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives
Effectively relay complex insurance information and policy language into basic understandable concepts
Superb written and verbal communication skills; must be clear and concise, both in written communications and when speaking to policyholders and representatives
Detail oriented with the ability to work independently as well as part of a team
Ability to toggle between multiple screens while documenting and speaking with policyholders
Exceptional attention to detail with excellent organizational skills
Proactively provide creative and analytical recommendations to management for process and performance improvement

Benefits

Benefits
At Davies North America, we are dedicated to supporting the well-being and future of our qualifying employees. Our comprehensive benefits package includes:

Medical, dental, and vision plans to ensure your health and that of your family.
A 401k plan with employer matching to help you build a secure financial future.
Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our commitment to promoting a healthy work environment.
Paid holidays.
Life insurance and both short-term and long-term disability plans, providing essential financial protection for you and your loved ones.

Diversity and Inclusion
Davies is dedicated to fostering a diverse and inclusive workplace that embraces a wide range of perspectives and experiences. We believe that diversity of thought is essential for innovation and creativity, and we actively promote an environment where all voices are valued and heard.

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