Retiree Customer Service Specialist I

Job Summary:
We are seeking a Retiree Customer Service Representative to join our team and provide exceptional service to our retiree customer base. As a retiree customer service representative, you will be responsible for scheduling SOA’s (scope of appointment) daily to speak with our Licensed Aetna team to review plans options, reading scripts, leaving voicemails, and ensuring the overall satisfaction of our retired customers. This role offers a remote to accommodate retirees looking to stay engaged and contribute to our organization’s success.

Key Responsibilities:
1. Customer Interaction: Engage with retirees via phone outbound and inbound if needed to provide outstanding customer service and support.

2. Inquiry Resolution: Address retiree inquiries regarding products, services, benefits, and account information, ensuring accurate and timely responses.

3. Problem Solving: Resolve retiree concerns, complaints, or issues with empathy and professionalism, aiming to achieve a positive outcome for all parties involved.

4. Knowledge Sharing: Stay informed about company products, services, and retiree-specific programs to provide accurate information and guidance.

5. Record Keeping: Maintain detailed records of retiree interactions and transactions for reference and reporting purposes.

6. Documentation: Assist retirees in completing necessary forms, applications, and documentation related to benefits or services.

7. Compliance: Ensure compliance with company policies, procedures, and regulatory guidelines when handling retiree interactions and sensitive data.

8. Feedback Collection: Gather feedback from retirees regarding their experience and report any recurring issues to management for process improvement.

9. Collaborative Support: Work closely with other departments, such as benefits administration or finance, to resolve retiree issues that require cross-functional support.

10. Continuous Learning: Keep up to date with changes in retirement benefits, regulations, and industry best practices to provide retirees with accurate information.

Qualifications:
– Retirement Status: Ideal candidates must have some knowledge of healthcare Medicare and Medicaid coverage.

– Communication Skills: Strong verbal and written communication skills, with the ability to interact with retirees in a clear and empathetic manner.

– Problem-Solving: Effective problem-solving skills, with a patient and customer-centric approach to resolving retiree issues.

– Organizational Skills: Excellent organizational skills for maintaining records and documentation.

– Computer Literacy: Proficiency in using computer systems, customer relationship management (CRM) software, and other relevant tools.

– Compliance: Knowledge of company policies and compliance requirements related to retiree interactions.

– Empathy: A genuine understanding of the needs and concerns of retirees and a willingness to assist and support them effectively.