Member Service Advisor

Job Summary

You are an experienced customer service professional, who is passionate about making a difference to peoples’ lives. You enjoy providing exceptional customer service and taking ownership and responsibility for each customer you speak with. Ideally you will have experience of working in a call centre environment and working to set targets.

In this role, you will be answering incoming calls from our members in relation to their policies. You will guide our members to ensure that they receive the correct treatment available in conjunction with their policy and provide advice to our members regarding alternative solutions available, as well as taking ownership of any queries or complaints our members have. This role is busy, varied and fast paced and no two days are the same!

Key Responsibilities

• Time management skills and the ability to work quickly and accurately.
• Ability to work on own initiative and make decisions within the protocols set down with minimum supervision.
• Good problem solving skills with the ability to present solutions to problems.
• Ability to remain positive and calm and projects a “can do” attitude within the team/department.
• Ability to think analytically to assess clinical information to determine the eligibility of benefit.

Specific Skills

• Excellent communication and listening skills, including both telephone and letter writing skills, and the ability to deal effectively with internal and external customers of all levels Must be resilient and able to keep difficulties in perspective
• Ability to deal calmly and professionally with highly emotional, sometimes irrational, anxious and uncertain customers within a pressurised environment.
• Ability to handle telephone calls with knowledge, confidence, maturity and tact.
• Flexibility to adapt your way of working within a changing environment
• PC literate with good knowledge of Windows based packages. Must have the ability to combine talking and typing skills.