Francis Isaac Email & Phone Number

Northridge, Ca

 Assist incoming calls involving multiple issues from members, Health Plans and providers.  Researches and resolves routine or complex issues relating to services provided by GCMG. This can include eligibility, referral status, provider availability and claim related issues. Process member address and phone number changes. Maintained accurate and good grammatical communication, both verbal and written with all levels of management, staff, members and providers. Follow HIPAA guidelines and maintains confidentiality with all information pertaining to the members’ medical information and privacy. Displayed warm and pleasant phone personality, emphasizing tact, empathy, and patience. Back-up receptionist as needed.

Los Angeles California

 Responds to customer inquiries and independently resolves issues. Displays etiquette, knowledge, and solutions when servicing customers. Identifies cross sales opportunities; cross sells products and services, retains maturing accounts, and solicits referral business. Possess a solid understanding of online, mobile and tablet platforms and can successfully guide customers through their application or transaction. Navigates customers by recommending digital products and services to meet servicing solutions. Guides customers through digital solutions including assistance in completing a new account application. Negotiates account renewal to retain and expand customer relationship. Processes basic maintenance transactions and guides customers to financial solutions making banking convenient and simple.

Burbank, California

 Acts in leadership position in absence of management. Respond appropriately to member questions and complaints regarding all credit union products and services via telephone and emails. Exercises strong oral skills to explain credit union policies and products to resolve complex member concerns in a professional and personable manner. Assists member in troubleshooting with interactive services and problems associated with accessing account information remotely. Exercises strong written communication skills to assist members via Chat and Emails. Assists in training of lower level call center staff and serve as Help Queue. Process Consumer Loan Applications.