Job #: 2763
Title: Call Center
Collecting and analyzing data/information to resolve a problem in real time, at high volume standards.
Provide customer service to participants to resolve eligibility or Fund benefit issues.
Displayed proficiency in all processing systems: eligibility process, Health benefits and system, COOL/V3 system, CRM/WF and vendor systems
Displayed proficiency in all Funds (Health, Pension, Legal, SRSP, Shortman).
Handling of inquiries through vendors, Medical, Optical, Pharmacy, Dental and Employee Assistance.
Follow workflows to resolve participant questions.
Representatives analyze and interpret customer phone and written correspondence.
Ongoing management of own inventory of work accumulated through Participant interactions/inquiries. These inquiries will involve customer complaints or inquiries on eligibility, enrollment, benefits and claims, and Pension related issues.
Operating computers with multiple information screens to research and resolve customer inquiries on line.
Representatives ensure that all processing meets or exceeds MSR Quality measurement objective and performance standards, including, but not limited to, handling and documentation.
Ability to effectively communicate to Participants.
Perform any other relevant, related or pertinent work or duties as requested or assigned.
Qualifications: To perform the job satisfactorily, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. As well, the candidate must be free of any disciplinary actions.