
Client Relation Agent
@EP Management Consultant posted 22 hours ago Email JobJob Detail
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Job ID 6179
Job Description
Responsibilities:
- Checking all requests captured by CR specialists for membership inclusion prior to requesting activation from Membership department.
- Checking all authorization requests validated by CR specialists prior to being submitting to Authorization department.
- Daily monitoring of Fresh Desk tickets Open, Overdue & Pending
- Quality control on external responses as well as internal correspondence including and not limited to checking if all necessary information was provided in 1st response.
- Courtesy calls made to members, corporate groups, and brokers.
- Communication to members with regards to credit reimbursements and zero amounts.
- Escalate complicated, sensitive, and high-profile queries.
- Refer potential clients to the Sales department.
- Provide existing clients with information relating to products and services.
- Maintenance of individual and corporate client (HR managers, brokers, and members) records updated on the database.
- Resolving client complaints: determining the cause of the problem; find the best solution to solve the problem; expediting correction or adjustment; and follow up to ensure resolution.
- Assist Client Relation Specialists in annual renewals and management of contract expiry dates.
- Contribute to ensure a contract renewal rate above annual goals.
- Refer terminations within the shortest possible turnaround time to the Sales Department for retention purposes.
- Assist and support team members with any task as required by following the standard working procedures.
- Contribute to team effort by accomplishing positive results.
- Provide accurate, valid, and complete information by using the right tools and correct procedures.
Requirements:
- Minimum two-year Mediplus experience.
- Leadership skills.
- Team orientated.
- Any experience in the medical aid or insurance industry is an advantage.
- Client orientation.
- Excellent communication and presentation skills.
- Must perform independently.
- Must possess effective organizing and coordinating skills.
- Treat sensitive information confidential.
- Attentive to detail.
- Valid driver’s license.
- Bilingual (English and Portuguese).
- Willing to travel.
- Valid passport.