PHS Rep I

With a multinational global team, Davies Group is a specialist professional services and technology firm working in partnership with leading insurance, highly regulated, and global businesses.

At Davies Group, we help clients to manage risk, operate core business processes, and to transform and grow. We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation, and change management.

In 2020, Davies North America acquired TriPlus Services Inc., and later in 2021, acquired Disability Management Services Inc., both third party companies provide a range of insurance services to clients. These acquisitions, now known as Davies Life and Health, have allowed the Davies Group to become leaders within the insurance industry, sharing their knowledge and expertise regarding claims, policy administration, actuarial services, consulting services, and management solutions to help meet the needs of their clients.

Job Overview

Davies Life and Health is looking for a Policyholder Services Representative I, who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. You will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. Policyholder Service Representatives spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives.

To be successful in this role you must possess a high level of empathy, have superb verbal and written skills, and be proactive, independent, and take initiative. This position also requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment. You must be proactive and take initiative as this is a full-time, home-based role.

Responsibilities & Duties

• Provide exceptional customer service in a phone support role
• Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries
• Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers
• Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures
• Complete document processing in an efficient and effective manner
• Update and change customer contact and policy information with accuracy
• Respond to all written inquiries, communicating clearly and with proper grammar
• Meet or exceed all established minimum expectations/metrics and goals for the position
• Meet or exceed standards for productivity and quality as established for the role
• Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws
• Ensure smooth transition of inquiry to appropriate department if/when necessary
• Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
• Perform additional duties as assigned

Experience & Qualifications

Required

• High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
• Proficient computer skills and experience in Microsoft Office products required

Preferred

• Insurance or medical background preferred
• Understanding of medical terminology, health insurance, claims, and/or LTC preferred

Knowledge, Skills, & Abilities

• Possess a high degree of tact, empathy, and professionalism
• Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence
• Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives
• Effectively relay complex insurance information and policy language into basic understandable concepts
• Ability to apply learned principles to specific and unique circumstances
• Superb written and verbal communication skills; must be clear and concise, both in written communications and when speaking to policyholders and representatives
• Detail oriented with the ability to work independently as well as part of a team
• Ability to toggle between multiple screens while documenting and speaking with policyholders
• Solid knowledge of Microsoft Office products with ability to learn new system applications quickly
• Exceptional attention to detail with excellent organizational skills
• Proactively provide creative and analytical recommendations to management for process and performance improvement

Essential Requirements

• Must have US work rights
• Must speak English
• High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
• Proficient computer skills and experience in Microsoft Office products required

Diversity & Inclusion

Davies is committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).

Rewards & Recognition

We embrace innovation and run an annual competition available for all teammates to submit their ideas. The top 10 finalists travel to the current year’s competition site where they pitch their ideas to our investors. The winner receives funding to bring their idea to life and the runners up receive a reward for their involvement. Some of our teammates have moved across into brand new positions to further develop their ideas/projects!

Benefits

• Medical, dental, and vision plans
• 401k plan with employer matching
• Paid Time Off, Sick Leave, and Paid Holidays
• Life insurance, short term, and long-term disability plans
• Amazing Executive and Senior leadership as well as fabulous teammates

Role Classification & Work Environment

This role is a hybrid, full-time, hourly, non-exempt role. This position operates in a professional office and routinely uses standard office equipment such as laptops, printers, and phones. While performing the duties of this job, the individual will be required to regularly hear and talk. This is a sedentary role that requires the ability to sit for prolonged periods at a desk, reach outward, use a phone, use of fingers to use office equipment such as a keyboard, mouse, phone, printer, copier, and to reach above the head, bend, or stand, as necessary.