Customer Service Coordinator Job in Brentwood, Tennessee US
Customer Service Coordinator
Job Description POSITION SUMMARY The New Business Operations Coordinator will serve as the Senior Subject Matter Expert on complex processes for the New Business operations department for the Aetna Senior Supplemental Insurance business. The candidate may handle escalated work types and special projects related to system enhancements, UAT testing and operations optimization. He/She will assist the New Business and Underwriting team managers with monitoring team performance and managing worklflow in order to meet established SLAs (Service Level Agreements) especially in the areas of production and quality metrics. The candidate may also assist the managers with efficient staff scheduling to accommodate call volumes and coverage hours and may coordinate OT (overtime) as deemed necessary to meet production goals. EDUCATION The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience. FUNCTIONAL EXPERIENCES Underwriting/Medicare/1-3 Years Customer Service/Customer Service - Call Quality Audit - Inbound call monitoring/1-3 Years REQUIRED SKILLS General Business/Communicating for Impact/ADVANCED Service/Improving constituent-focused Processes/ADVANCED ADDITIONAL JOB INFORMATION Primary responsibilities include: Facilitating small team meetings and providing data driven feedback as it relates to productivity and/or accuracy. Assisting with production as needed, which may include a range of processing and service related functions directly affecting our internal and external associates and producers. Develop strong peer relationships to maximize best practice sharing, team effectiveness and identification of process improvement opportunities. Serve as mentor to associates throughout the onboarding and learning process (i.e. role model, feedback, support) Supervising the efficient, professional and timely processing of all work queues and analyzing the completion of daily goals. Identify and report trends or potential issues while offering solutions to customers Provide high touch resolution service to customers by working across the business to resolve concerns in a compliant manner Remain current on compliance, product and process changes. Work with IT/BST (Business Support Team) to address admin systems issues affecting the New Business operations departments. Preferred Qualifications: Experience with Senior Supplemental Insurance Products Previous Underwriting/Customer Service Experience Experience providing constructive feedback to co-workers in a manner that provides long-term improvement and results. Demonstrated analytical and decision making skills Desire to continuously develop and increase leadership and management capabilities Knowledge of Aetna Systems Basic Qualifications: High school graduate or equivalent work experience Strong customer service orientation Strong oral and written skills Ability to work flexible hours if needed in order to meet customer requirements Team player with a passion for continuous improvement Demonstrated ability to communicate with management, team members, peers and internal/external customers Ability to work well within both a team structure and individually to accomplish goals Ability to plan and effectively prioritize multiple assignments. Please note that benefit eligibility may vary by position. Click here to review the benefits associated with this position. Aetna does not permit the use of tobacco related products or drugs in the workplace.