Client Service Representative

Bank of America
Published
July 1, 2021
Location
Jacksonville, FL
Category
Job Type

Description

Job Description:

Role Overview

As a Health Benefits Solutions Representative, you will be working in an inbound contact center taking over 50 calls per day and/or chatting online with clients asking questions or inquiring about their Heath Savings Account (HSA) or Flexible Spending Account (FSA).   

What you’ll do

As a Health Benefits Solutions Representative you will be responsible for the following via phone and/or online chat:

  • Providing every client with clear, complete and accurate responses to their questions and inquiries, while updating the system with notes on each client interaction
  • Guiding clients step by step through how to execute various transactions on their accounts (i.e. filing a claims, ordering debit cards, password resets, suspend lost/stolen cards locating statement or tax documents etc.)
  • Ensure client privacy is protected by authenticating each call and not answering questions or providing information to unauthorized users
  • Effectively managing risk by fully adhering to processes/policies/procedures and proactively identifying and escalating  potential risks
  • Navigating through multiple applications and tools to understand processes/policy/procedures and research and resolve issues with client accounts

Required Skills & Experience (minimum qualifications)

  • Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
  • Proven ability to professionally and tactfully handle confrontational and/or stressful interactions
  • Demonstrated written communication skills with the ability to type error-free, clear, descriptive and succinct instructions and responses, while being proficient on the keyboard
  • Proven experience with effectively reviewing documentation/files, quickly identifying errors and taking action to resolve the errors
  • Must have experience gathering, absorbing and using facts/information to make effective and timely decisions
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
  • Must be able to succeed in an environment in which you are constantly being held accountable for metrics

Desired Skills & Experience

  • Experience working in a client focus environment
  • Knowledge of Heath Savings Account (HSA) or Flexible Spending Account (FSA) 

*Multiple Shifts Available*

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Multiple shifts available

Referral Bonus Amount:

0 -->

Job Description:

Role Overview

As a Health Benefits Solutions Representative, you will be working in an inbound contact center taking over 50 calls per day and/or chatting online with clients asking questions or inquiring about their Heath Savings Account (HSA) or Flexible Spending Account (FSA).   

What you’ll do

As a Health Benefits Solutions Representative you will be responsible for the following via phone and/or online chat:

  • Providing every client with clear, complete and accurate responses to their questions and inquiries, while updating the system with notes on each client interaction
  • Guiding clients step by step through how to execute various transactions on their accounts (i.e. filing a claims, ordering debit cards, password resets, suspend lost/stolen cards locating statement or tax documents etc.)
  • Ensure client privacy is protected by authenticating each call and not answering questions or providing information to unauthorized users
  • Effectively managing risk by fully adhering to processes/policies/procedures and proactively identifying and escalating  potential risks
  • Navigating through multiple applications and tools to understand processes/policy/procedures and research and resolve issues with client accounts

Required Skills & Experience (minimum qualifications)

  • Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
  • Proven ability to professionally and tactfully handle confrontational and/or stressful interactions
  • Demonstrated written communication skills with the ability to type error-free, clear, descriptive and succinct instructions and responses, while being proficient on the keyboard
  • Proven experience with effectively reviewing documentation/files, quickly identifying errors and taking action to resolve the errors
  • Must have experience gathering, absorbing and using facts/information to make effective and timely decisions
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
  • Must be able to succeed in an environment in which you are constantly being held accountable for metrics

Desired Skills & Experience

  • Experience working in a client focus environment
  • Knowledge of Heath Savings Account (HSA) or Flexible Spending Account (FSA) 

*Multiple Shifts Available*

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Multiple shifts available

Referral Bonus Amount:

0

Job Description:
Role Overview

As a Health Benefits Solutions Representative, you will be working in an inbound contact center taking over 50 calls per day and/or chatting online with clients asking questions or inquiring about their Heath Savings Account (HSA) or Flexible Spending Account (FSA).   

What you’ll do

As a Health Benefits Solutions Representative you will be responsible for the following via phone and/or online chat:

  • Providing every client with clear, complete and accurate responses to their questions and inquiries, while updating the system with notes on each client interaction
  • Guiding clients step by step through how to execute various transactions on their accounts (i.e. filing a claims, ordering debit cards, password resets, suspend lost/stolen cards locating statement or tax documents etc.)
  • Ensure client privacy is protected by authenticating each call and not answering questions or providing information to unauthorized users
  • Effectively managing risk by fully adhering to processes/policies/procedures and proactively identifying and escalating  potential risks
  • Navigating through multiple applications and tools to understand processes/policy/procedures and research and resolve issues with client accounts

Required Skills & Experience (minimum qualifications)

  • Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
  • Proven ability to professionally and tactfully handle confrontational and/or stressful interactions
  • Demonstrated written communication skills with the ability to type error-free, clear, descriptive and succinct instructions and responses, while being proficient on the keyboard
  • Proven experience with effectively reviewing documentation/files, quickly identifying errors and taking action to resolve the errors
  • Must have experience gathering, absorbing and using facts/information to make effective and timely decisions
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
  • Must be able to succeed in an environment in which you are constantly being held accountable for metrics

Desired Skills & Experience

  • Experience working in a client focus environment
  • Knowledge of Heath Savings Account (HSA) or Flexible Spending Account (FSA) 

*Multiple Shifts Available*

Initially you may be required to work from home and/or remotely in this role:

  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Shift:

1st shift (United States of America)

Hours Per Week: 

40

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