Qualifications

• Must have a diploma or bachelor’s degree certificate
  

• Excellent English written and oral communication skills
  

• Portuguese written and oral skill is a must
  

• Exceptional organizational and time-management focus
  

• Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
  

• 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
  

• Ability to perform in a high volume, fast paced call center environment
  

• Proven ability to work independently as well as a productive member of a team
  

• Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
  

• Knowledge of medical terminology a plus
  

• Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
  

• Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
  

• Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
  

• Mails or routes claim forms and supporting documentation to various units for final processing.
  

• Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
  

• May seek assistance with complex customer services issues.