Customer Service Representative, Portsmouth, New Hampshire

FedPoint is currently hiring Part-Time Customer Service Representatives. Join our dynamic team and become an essential part of our commitment to providing outstanding service to Federal Long-Term Care Insurance Plan (FLTCIP) customers and Federal family members.

Location: Our office is located in Portsmouth, NH. This is a hybrid role with 2 days required in office.

Start date: Friday, July 19, 2024.

Part Time hours: 20 hours per week Monday - Friday 4 hours per day. Schedule can be 9am-1pm, 11am-3pm or 2pm-6pm Eastern Standard Time.

Training hours for the position are Monday-Friday from 8:30am- 5:00pm EST beginning the week of July 22nd. This training is anticipated to run for a full 3 weeks (must be able to attend the full day trainings.)

Equipment is provided by FedPoint including laptop, two monitors, mouse, keyboard, headset, docking station and hardware security key.

The compensation range for new hires is $17.87 to $21.00 per hour, with the final rate being determined by the individual's call center experience.

Responsibilities:

- Respond to a variety of service telephone inquiries, processing transactions based on customer requests.

- Research and resolve complex issues using administrative and peripheral systems.

- Handle inquiries via toll-free number, secure email, and correspondence.

- Initiate and manage enrollee changes (address, coverage, billing) through proactive callouts and emails.

- Stay informed about organizational changes, new legislation, plan enhancements, and system releases.

- Assist with special projects and duties as required.

In-Bound Telephone Inquiries:

- Address billing methods, underwriting requirements, plan change procedures, account reconciliation, and reinstatement procedures.

- Update account information per caller's request.

- Document customer interactions with confidentiality under HIPAA guidelines.

Claims Related Inquiries:

- Answer in-bound telephone inquiries supporting Care Coordination and Claims Administration.

- Initiate out-bound calls to address researched Claims Administration issues.

- Secure information requested by Care Coordinators with confidentiality.

Requirements:

- 6+ months of high-volume call center experience or 2+ years of related customer service experience

- Proficiency in Microsoft Outlook, Word and Teams.

-Ability to navigate through multiple systems while attending a call.

-Must receive Long Term Care certification within 9 months of employment.

-Internet Connectivity requirements: A minimum of 25 megabytes internet access from a cable provider is required. Call Center Teleworkers are required to utilize a hard-wire connection from their internet modem to their laptop. Wireless connections are prohibited for Call Center Teleworkers.

Skills, Knowledge, & Competencies:

- Basic knowledge of insurance products preferred.

- Prior experience with a customer service system navigating multiple screens on 2+ monitors is a plus.

- Excellent interpersonal and telephone communication skills.

- Ability to work independently and collaboratively in a high call volume call center.

- High degree of tact, diplomacy, confidentiality, and professionalism.

Why Join Us?

Our mission is to grow and modernize insurance and benefits programs for federal agencies, military service organizations, insurers, and other select clients and partners by providing customized administrative services, well-designed and secure platforms, and an exceptional experience for customers.

At FedPoint, we offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your customer service skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Advancement opportunities through a formal call center career track.
• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

FedPoint is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan, policy statement or have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603)433-4500. Equal Employment Opportunity Posters