• Research, interpret and respond to inquiries from internal and external customers, business partners, brokers, consultants, and groups concerning our products and services• Respond to sales/retention team requests for assistance in the field and provide support where needed regarding new and existing business• Assure that all account data is maintained on a timely and accurate basis such as initial account setup, benefit books, summaries, contracts, etc.• Identify and respond to issues as brought forward either internally or externally and ensures all inquiries will be responded to within 48 hours and resolved efficiently• Implementation of new groups, renewals and conversions of groups to new product lines

• Handle high volume of calls solving routine and unique inquires • Research and communicate correct solutions for medical, pharmacy and dedicated units• Listen and respond knowledgeably to all member and provider inquiries• Manage customer relationships by performing full range of customer service functions• Utilize databases and tools to resolve member and provider issues• Educated members on products, services and available tools to provide value to each call• Plan and suggest department wide activities with management• Assigned special assignments from management

• Establish excellent customer service in order to ensure complete guest satisfaction• Develop a positive work environment by providing a welcoming atmosphere for all guests• Utilize time management skills in order to ensure successful shifts• Successfully train newly hired employees

• Extensive communication with state officials and clients regarding their state specific unemployment needs• Process unemployment claim matters in an accurate and timely manner in order to achieve quality customer service• Assist with unemployment hearings when necessary to serve as client representatives• Advise clients on outlines of employee handbooks and policies• Provide necessary feedback on product related problems to minimize future issues and offer solutions