Customer Care Specialist- Remote

Matrix Absence Management

Philadelphia Pennsylvania

United States

Customer Service / Call Center
(No Timezone Provided)

Position Summary

Are you looking for a meaningful career? Do you enjoy helping people? Would you like to work for a company that values career advancement?
 
If you answered yes to these questions, you are in luck! Matrix is one of the top TPA firms in the country and is growing!
 
What is a TPA firm, you ask? Third Party Administrators work on behalf of other organizations when they have a lot of employees or details to manage. In our world, we help other employers manage their Disability Claims when an employee gets sick, injured, has a baby, needs a surgery, or something similar that will require them to be out of work for a while. You can imagine this time in someone's life can either be really terrifying or really exciting! Either way - it's usually not something they're experts at - and that's where you come in, to help them start filing their claims feeling comfortable with the process.
 
For YOU as someone new to the claims world, we offer a full comprehensive 2-week training program that will prepare you for everything you will need to be successful in this role. The details of the day to day are in the description below, read through them, and then apply and talk to one of our friendly recruiters. We will walk you through the process, much like you will do for our customers!
 
Matrix Absence Management offers a full benefits package! Medical, Dental, Vision, 401K match from day 1, generous PTO and paid holidays! Beyond that, we offer excellent opportunities for promotion and long-term career growth.
 
 
The Contact Center Specialist I is responsible for filing claims and providing accurate client specific absence policy information to callers. The Matrix Contact Center is the first point of contact for claimants when contacting Matrix Absence Management. We are focused on consistently delivering exceptional service to our customer’s employee population in their time of need.

*This is a fully remote position!*

Essential Functions & Qualifications

  • Accurately file client/claimant specific information into the eFiling System and other systems as necessary
  • Gather and Analyze information to determine which type of claim/leave to file for the claimant.
  • Answer general leave of absence and disability claim process questions. 
  • Deliver all required company specific reminders associated with their time away from work.
  • Performs other duties as assigned by management.
  • Maintaining adherence to all department standards (policies, procedures, schedules, and assignments)
  • Consistently deliver exceptional customer service. Measured by the results of our Quality Monitoring program.
  • All other duties as assigned.

    • Other Duties

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

    Education, Qualifications and Experience:

  • High school diploma, required
  • 1 years experience in a customer-service environment (preferably a call center)
  • Exceptional interpersonal communication skills and the ability to work with a diverse workforce
  • The ability to understand the relationship between their job and how the business and customers are impacted. We are the first point of contact and the first impression of our company.
  • Good organizational and multi-tasking skills
  • Attention to detail with a strong focus on ensuring service delivery to clients
  • Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel and Outlook)
  • Excellent verbal and written communication skills
  • Type at least 40-wpm

    • Additional Job Description

    Customer Care Specialist- Remote

    Matrix Absence Management

    Philadelphia Pennsylvania

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    Position Summary

    Are you looking for a meaningful career? Do you enjoy helping people? Would you like to work for a company that values career advancement?
     
    If you answered yes to these questions, you are in luck! Matrix is one of the top TPA firms in the country and is growing!
     
    What is a TPA firm, you ask? Third Party Administrators work on behalf of other organizations when they have a lot of employees or details to manage. In our world, we help other employers manage their Disability Claims when an employee gets sick, injured, has a baby, needs a surgery, or something similar that will require them to be out of work for a while. You can imagine this time in someone's life can either be really terrifying or really exciting! Either way - it's usually not something they're experts at - and that's where you come in, to help them start filing their claims feeling comfortable with the process.
     
    For YOU as someone new to the claims world, we offer a full comprehensive 2-week training program that will prepare you for everything you will need to be successful in this role. The details of the day to day are in the description below, read through them, and then apply and talk to one of our friendly recruiters. We will walk you through the process, much like you will do for our customers!
     
    Matrix Absence Management offers a full benefits package! Medical, Dental, Vision, 401K match from day 1, generous PTO and paid holidays! Beyond that, we offer excellent opportunities for promotion and long-term career growth.
     
     
    The Contact Center Specialist I is responsible for filing claims and providing accurate client specific absence policy information to callers. The Matrix Contact Center is the first point of contact for claimants when contacting Matrix Absence Management. We are focused on consistently delivering exceptional service to our customer’s employee population in their time of need.

    *This is a fully remote position!*

    Essential Functions & Qualifications

  • Accurately file client/claimant specific information into the eFiling System and other systems as necessary
  • Gather and Analyze information to determine which type of claim/leave to file for the claimant.
  • Answer general leave of absence and disability claim process questions. 
  • Deliver all required company specific reminders associated with their time away from work.
  • Performs other duties as assigned by management.
  • Maintaining adherence to all department standards (policies, procedures, schedules, and assignments)
  • Consistently deliver exceptional customer service. Measured by the results of our Quality Monitoring program.
  • All other duties as assigned.

    • Other Duties

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.

    Education, Qualifications and Experience:

  • High school diploma, required
  • 1 years experience in a customer-service environment (preferably a call center)
  • Exceptional interpersonal communication skills and the ability to work with a diverse workforce
  • The ability to understand the relationship between their job and how the business and customers are impacted. We are the first point of contact and the first impression of our company.
  • Good organizational and multi-tasking skills
  • Attention to detail with a strong focus on ensuring service delivery to clients
  • Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel and Outlook)
  • Excellent verbal and written communication skills
  • Type at least 40-wpm

    • Additional Job Description

    Apply