Customer Service Representative
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Job Description
Customer service representative supporting Blue Cross and Blue Shield of Nebraska members through insurance inquiries, issue resolution, and advocacy. Fully remote Nebraska role handling phone and written customer interactions.
Responsibilities:
- Handle incoming phone calls as the primary customer interface for inquiries
- Inform and educate members and serve as a member advocate
- Build trust and act as the voice of the customer
- Use established best practices, ongoing training, resources, and tools to navigate insurance issues
- Interface with customers via telephone, written correspondence, fax, web, and/or electronic mail
- Research customer information using systems, policies, regulations, procedures, and reference materials
- Respond to and resolve customer issues
- Escalate sensitive customer requests when necessary
- Comply with changing state and federal regulations and mandates
- Stay current on policies and procedures to support customers and ensure compliance
- Maintain current knowledge of diverse products
- Proactively recommend items needed by customers to increase satisfaction and improve transaction profitability
- Complete remote training for approximately 9–12 weeks, with stated training availability of 14–16 weeks
- After training, work any 8.5-hour Monday–Friday shift between 7:30am and 6:00pm CST
Requirements:
- Must reside within the state of Nebraska or immediate Omaha metro at the time of application
- Distraction-free environment for back-to-back calls
- High-speed internet
- High School Diploma or Equivalent
- Three years of experience in a complaint type customer service office setting
- Equivalent combination of education and experience may be substituted
- Availability for training 14 to 16 weeks in length
- Basic medical/dental terminology and contract interpretation is a plus
Benefits:
- Comprehensive Total Rewards package
- Remote work arrangement
- Remote training
- Ongoing training
- Equal Opportunity / Affirmative Action workplace
- Disability accommodations available
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