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Call Center at

Call Center

Virginia Beach, VA Full Time
$35,360 - $65,000/Year
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Our Call Center Representative role is a fantastic opportunity to gain valuable financial services knowledge within our Mutual Funds team. This position provides superior customer service to shareholders, financial advisors, and internal staff. As part of our Mutual Funds Call Center you will be answering incoming calls regarding all aspects of mutual fund accounts; executing mutual fund transactions and providing assistance to callers. This position focuses on acquiring and using job, industry and technical knowledge and skills to service customers effectively.

Roles & Responsibilities

  • Receive inbound phone calls from our prescribers and members
  • Utilizing multiple software systems to create Prescription cases and determine coverage, determination and appeals process
  • Good written and verbal communication skills
  • The ability to display soft skills while moving the call forward
  • Meeting or exceeding government mandated timelines
  • Complying with turnaround time, productivity, and quality standards
  • Conveying resolution to beneficiary or provider via direct communication and professional correspondence
  • Acquiring and maintaining basic knowledge of relevant and changing Clients guidance
  • Research, troubleshoot and resolve client application discrepancies using computer system
  • Meet daily tasks through various forms and mediums of communication – written, verbal and/or by phone

Required Qualifications

  • Ability to effectively communicate with members and prescribers while managing multiple software systems
  • Accountable and results driven
  • Critical thinker/problem solver
  • Receptive to constructive feedback and flexible in adapting to change
  • Ability to effectively plan, prioritize, and organize time and workload
  • Ability to execute successfully in a deadline-oriented, fast-paced, highly-regulated environment
  • Proficient in navigation of multiple computer applications
  • Proficient use of keyboard, mouse and ability to navigate 2 workstation monitors
  • Able to multi task efficiently in order to complete each call within the AHT targets designated by the Client
  • Ability to type more than 30 WPM

Preferred Qualifications

  • At least two years of general business experience that includes problem resolution, business writing, quality improvement and customer service
  • Six months of PBM/pharmaceutical related work strongly desired
  • 1+ years of call center experience
  • 1+ years of healthcare background

Recommended Skills

  • Health Care
  • Financial Services
  • Pharmaceuticals
  • Finance
  • Verbal Communication
  • Critical Thinking
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