CRS Specialist (30)
CSRs handle customer inquiries. The CSR reports directly to his/her supervisor. CSRs are responsible for effectively and professionally selling and/or servicing Infinity’s client’s products, as specified by the client’s project.
- Provide concise, quality customer service professional, timely and courteous manner for a client’s project
- Answer incoming customer inquiries promptly regarding a client’s services
- Provide information to customers and assist or train customers to use on-live services
- Enhance customer relationships through identification of customer needs/opportunities
- Answer incoming calls promptly and in accordance with established call-handling procedures
- Being logged in and available for calls during 97% of his/her shift, excluding breaks and lunch
QA Specialist
QA Specialist is responsible for monitoring calls, assessing call quality, and providing performance coaching and feedback to enhance the professional growth and development of Customer Insurance Professionals (CIPs). In addition, the Response Coach is responsible for initiating an ongoing dialog with Team Leaders in order to provide direct input into the Performance Management process for all CIPs.
- Listen to and understand customer needs, anticipate and provide solutions, and effectively resolved issues
- Can focus on critical work details, proofread material quickly and accurately, and complete tasks efficiently and effectively
- Can build and maintain an understanding of Nations Health Products, and can effectively articulate and communicate product benefits to customers.
- Understands basic insurance principles
- Understands department and CIC objectives
- Understands general business practices
- Understands the core functions of the CIC and the output of each department
- Understands the fundamentals of human performance coaching
- Basic understanding of needs of adult learners and approaches to adult education
Business Process Analyst
The Business Process Analyst is responsible for day-to-day communications with the client with regard to process issues, in addition to the communication of new client initiatives and process changes to employees. The Business Process Analyst is responsible for the process changes to employees. The Business Process Analyst is responsible for the process and compliance reporting needs in support of the operations management, Furthermore the Business Process Analyst is responsible for the Associate Reporting Specialists.
- Communicate to Supervisors and CSRs regards to process changes via email, team meetings, and memos
- Responsible for the development and distribution of reports in support of performance initiatives
- Participates in client meetings in regards to existing operational issues and new client initiatives
- Identifies, researches, and submits operational issues to the client for the resolution
- Determines root causes identifies process improvement