XTN-08D5873 | CUSTOMER SERVICE REPRESENTATIVE - ESCALATION

Customer Service Representative - Escalation

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO
  
• Enjoy unlimited MadMax Coffee
  
• Diverse learning & growth opportunities
  
• Accessible Cloud HR platform (Sprout)
  
• Above standard leaves 

Responsibilities:

Financial Dispute Resolution
Investigates and resolves complex billing discrepancies, unexplained charges, and refund requests requiring deeper system audits.

Conflict De‑escalation
Serves as the primary point of contact for handling irate or emotionally distressed customers by applying advanced listening skills and delivering clear, definitive solutions.

Senior Advocacy
Provides courteous and specialized support with “senior sensitivity,” assisting vulnerable members in navigating financial or technical challenges.

Process Improvement
Utilizes workflow and operational expertise to identify recurring billing issues and escalates trends to supervisors to support continuous program improvement.

At least 1 year experience as escalations CSR:

Currently an Escalations CSR in a medical or healthcare account

Currently an Escalations CSR in a non-medical or healthcare account but had at least 1 year in a medical or healthcare account as CSR. 

Other Skills and Abilities

Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with coworkers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment. Demonstrated ability to meet or exceed the competencies as listed.

Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram
form. Ability to deal with problems involving several concrete variables in standardized situations.

Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions,
and decimals. Ability to compute rate, ratio, and percent and to interpret bar graphs.

Language Skills:
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.