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 Customer Service Representative - Sunrise, Florida, United States

Job information
Posted by: Aetna Life Insurance Company 
Hiring entity type: Call Center 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: No relocation assistance provided 
Position functions: Administrative - Other
Customer service & support
Travel: Minimal 
Accept candidates: from anywhere 
Languages: English - Fluent
Spanish - Native
Portuguese - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 51427_56282aetna_478 / Latpro-3592927 
Date posted: Jan-26-2018
State, Zip: Florida, Zip not provided


Candidate must be bilingual in Spanish or Portuguese in order to be hired under this requisition.

English Speakers are still encouraged to apply; another Customer Service Representative job will be opened shortly for English Speakers.

Candidate must be comfortable working non-traditional business hours including 2nd, 3rd and/or weekend shifts.

Handles customer service inquiries and problems via telephone, internet or written correspondence. Calls are typically non-routine and may require deviation from standard screens, scripts, and procedures. Act as a subject matter expert by providing training, coaching, or responding to complex issues. May analyze and adjudicate claims. We are currently recruiting top talent to join our Aetna International (AI) Americas team. AI Customer Service delivers innovative, proactive and compassionate service that exceeds our member expectations. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people. If hired, your primary responsibility will be to increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.

Fundamental Components:
CSR must be able to deal compassionately with members on a one-on-one basis, focusing on their needs through careful listening and patience. CSR participates in ongoing training and engage in self-development. Must be able to work independently, honor commitments to our members and collaborate with team members to create a remarkable member experience. The position requires the ability to efficiently navigate multiple systems while resolving complex issues as advocates for our members. You will access information from a variety of systems and references including AI's own state of the art member website. You must be able to provide high quality member focused service using knowledge of plans, products, systems and procedures resulting in enhanced member satisfaction and retention. Your position requires you to answer questions and resolve issues based on phone calls from members, providers and occasionally from plan sponsors all over the world. Passion for providing exceptional customer service, effective verbal and written communication skills and willingness to adapt to a changing environment are critical to success in this role. Prior experience providing customer service, knowledge of medical terminology or experience with health insurance plans is preferred. Bilingual proficiency in Spanish or Portuguese is a plus although not required. You will identify service trends and initiate appropriate action to resolve problems. Overtime is requested at times.

Bilingual in Spanish or Portuguese is REQUIRED.
Customer Service experience is REQUIRED.
Experience in a production environment such as a call center or retail location is preferred.
Aetna International member services operates 24/7 and might require schedules to work non-traditional business hours.

The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

Aetna is an Equal Opportunity, Affirmative Action Employer


See Job Description


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