Customer Service Rep-NH

Location: Concord, NH
Date Posted: 10-04-2017
DUTIES AND RESPONSIBILITIES
•Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
•Meets or exceeds departmental quality and service standards.
•Works overtime as needed.
•Delivers routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
•Makes routine and non-routine decisions under close supervision, applying limited discretion within role except for matters of significance which affect the business as a whole or a significant part of it, in accordance with established procedures/guidelines.
•Performs task by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role.
•Prepares and completes written communications to policyholders to resolve/respond to policyholder enquiries, in accordance with established procedures and guidelines, in an accurate and timely manner.
•Researches policyholders’ questions utilizing appropriate systems to obtain needed information.
•Applies core knowledge obtained for the role to effectively communicate with internal/ external stakeholders while maintaining a professional demeanor.
•Escalates issues/concerns to more senior team members and/or management.
•Recognizes general issues/concerns for assigned area(s) of responsibility and suggests process improvements
 
ADDITIONAL POSITION RESPONSIBILITIES
• Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.
• Remains current in profession and industry trends.
• Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures and processes
• Performs other duties as required
 
REASONING ABILITY
• Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form.
• Define problems, collect data, establish facts and draw valid conclusions.
• Demonstrates ability to evaluate information and the implications of a course of action or solution.


OTHER SKILLS AND ABILITIES
• Ability to perform under stress in cases of emergency, critical or hazardous situations.
• Ability to work with others in a team environment.
• Demonstrates the ability to use sound judgment and discretion re
 
 
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