Work Location: Madison, WI
We are seeking an uncommon professional to join our team as a Customer Contact Specialist
Job Responsibilities
40% 1. Serve as the first level of customer contact. Provide accurate and reliable information when communicating with customers by telephone, letter, or electronic communications to research and resolve account problems and billing issues, and to obtain missing information for: the issuance or cancellation of member coverages, claim situations, billing inquiries, and credit union requests. Utilize each credit union interaction as a training and potential cross-selling opportunity.
20% 2. Work cross-functionally with our billing and collections team to resolve discrepancies in premiums, billing, and collections in accordance with product and state regulations for multiple Lending Solutions, utilizing internal and external resources as needed. Additionally, resolve all complex and escalated customer issues
15% 3. Work with other functional areas to develop and ensure the successful implementation of solutions for credit unions involved in agreement changes.
10% 4. Demonstrate and maintain a working knowledge of data processor capabilities and relationships, utilizing the assistance of the Data Processor Solutions Group as needed, to proactively work with credit unions and their data processors to ensure the accurate calculation of premiums.
5% 5. Provide and verify proper insurance and loan disclosure information, through the utilization of approved CUNA Mutual disclosure tools.
5% 6. Follow up with credit unions to determine the circumstances surrounding their delinquency. Interact with field staff in order to take appropriate action to resolve the situation. Initiate changes necessary to reflect appropriate account statuses.
5% 7. Act as a liaison for the Billing and Collection team, Member Coverage Team, other functional areas and our field sales staff to answer questions and provide support for our Payment Protection products.
8. The above statement of duties is not intended to be all-inclusive and other duties will be assigned from time to time.
Job Requirements
1. Associate degree in Business, Insurance or equivalent trade-off in related work experience.
2. Four years working knowledge of Lending Solutions products and operational solutions to include customer service activities experience (i.e., customer needs based servicing, consultation services, and contract interpretation .
3. Demonstrated ability to accurately and effectively communicate with internal and external customers via telecommunications equipment, in person, and in writing.
4. Demonstrated ability to effectively build business relationships with internal and external clients and demonstrate strong collaboration and teamwork abilities.
5. Demonstrated effective analytical, problem-solving, planning, and organizational skills.
6. Demonstrated ability to work independently and effectively under pressure and within deadlines, and resolve customer issues.
7. Math skills. (Numerical Ability I and/or II tests will be administered)
CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values.
Along with an excellent benefits package, our staff is engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our people, and our people are driven to deliver value through innovation, involvement and determination. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.
In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.
*LI-ML
Experience Level: 3-5 years
Area of Interest(s): Claims, Customer Operations
Type of Job: Full Time
Job ID: MML20131405-55263
We are seeking an uncommon professional to join our team as a Customer Contact Specialist
Job Responsibilities
40% 1. Serve as the first level of customer contact. Provide accurate and reliable information when communicating with customers by telephone, letter, or electronic communications to research and resolve account problems and billing issues, and to obtain missing information for: the issuance or cancellation of member coverages, claim situations, billing inquiries, and credit union requests. Utilize each credit union interaction as a training and potential cross-selling opportunity.
20% 2. Work cross-functionally with our billing and collections team to resolve discrepancies in premiums, billing, and collections in accordance with product and state regulations for multiple Lending Solutions, utilizing internal and external resources as needed. Additionally, resolve all complex and escalated customer issues
15% 3. Work with other functional areas to develop and ensure the successful implementation of solutions for credit unions involved in agreement changes.
10% 4. Demonstrate and maintain a working knowledge of data processor capabilities and relationships, utilizing the assistance of the Data Processor Solutions Group as needed, to proactively work with credit unions and their data processors to ensure the accurate calculation of premiums.
5% 5. Provide and verify proper insurance and loan disclosure information, through the utilization of approved CUNA Mutual disclosure tools.
5% 6. Follow up with credit unions to determine the circumstances surrounding their delinquency. Interact with field staff in order to take appropriate action to resolve the situation. Initiate changes necessary to reflect appropriate account statuses.
5% 7. Act as a liaison for the Billing and Collection team, Member Coverage Team, other functional areas and our field sales staff to answer questions and provide support for our Payment Protection products.
8. The above statement of duties is not intended to be all-inclusive and other duties will be assigned from time to time.
Job Requirements
1. Associate degree in Business, Insurance or equivalent trade-off in related work experience.
2. Four years working knowledge of Lending Solutions products and operational solutions to include customer service activities experience (i.e., customer needs based servicing, consultation services, and contract interpretation .
3. Demonstrated ability to accurately and effectively communicate with internal and external customers via telecommunications equipment, in person, and in writing.
4. Demonstrated ability to effectively build business relationships with internal and external clients and demonstrate strong collaboration and teamwork abilities.
5. Demonstrated effective analytical, problem-solving, planning, and organizational skills.
6. Demonstrated ability to work independently and effectively under pressure and within deadlines, and resolve customer issues.
7. Math skills. (Numerical Ability I and/or II tests will be administered)
CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values.
Along with an excellent benefits package, our staff is engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our people, and our people are driven to deliver value through innovation, involvement and determination. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.
In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.
*LI-ML
Experience Level: 3-5 years
Area of Interest(s): Claims, Customer Operations
Type of Job: Full Time
Job ID: MML20131405-55263