DRP Service Center Specialist

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DRP Service Center Specialist

PRIMARY PURPOSE: To assist customer service representatives in expediting the application by providing claims general information; to track trends; to investigate client feedback both internally and externally; and to assist in developing corrective/preventative action.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Tracks trends, investigates client feedback both internally and externally, and assists in developing corrective/preventative action.
• Participates in cross-functional teams as required.
• Assists in gathering/distribution of internal/external customer/product surveys.
• Directs workflow and workload assignments for the team.
• Communicates claims process with claimant and client either by phone and/or written correspondence.
• Informs claimants of documentation required to process their claim, the required time frames, payment information and claim status either by phone, written correspondence and/or claims system.
• Participates in and maintains a quality service culture within the customer service team.
• Acts as a customer liaison by assisting the customer with problem resolution related to the application process and service; maintains professional client relationships.
• Enters verbal and written application information that meets both the internal and external customers' requirements.
• Directs customer calls to the appropriate person.
• Contributes to achieving client driven performance objectives and other service standards.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program.

QUALIFICATIONSEducation & Licensing

HS diploma or GED required. Associate degree from an accredited college or university preferred.

Experience

Two (2) years call center or customer service experience or equivalent combination of education and experience required.

Skills & Knowledge

• Strong customer service skills
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.