Customer Care Advisor

About NCD

NCD is a leading insurance provider known for its diverse and welcoming team culture, combining professionalism with a vibrant and supportive workspace. Our core values center around positivity, continuous growth, commitment, helpfulness, and solution orientation. As a community, we strive to create a positive impact by supporting members, agents, and colleagues in dental and vision insurance sectors through partnerships with companies like MetLife, VSP, and Zurich. Our growth highlights our dedication to delivering excellent customer and agent satisfaction.

Role Summary

We are looking for a remote Customer Care Advisor who excels in communicating and building rapport with customers. This role involves providing prompt and high-quality phone support, managing multiple communication channels, and assisting clients with their insurance products and policies.

Key Responsibilities

• Handle inbound and outbound calls with members and providers professionally.
• Engage with customers through phone, email, and chat platforms.
• Explain product details, update policies, resolve disputes, and process transactions.
• Direct enrollment inquiries to licensed agents as necessary.
• Manage billing and service complaints, escalating when required.
• Maintain precise records of all interactions using CRM software.
• Stay informed about all company products and services.
• Guide members on health management and benefit plan selection to maximize their coverage.
• Build trust and improve member retention by fostering positive relationships.
• Achieve performance standards in call quality, effectiveness, customer satisfaction, call volume, and schedule adherence.
• Participate in team meetings, training, and skill enhancement sessions.

Candidate Requirements

• Minimum two years of experience in customer service or call center roles.
• College degree is preferred but not mandatory.
• Strong verbal and written communication capabilities.
• Proficiency with Microsoft Office tools including Word, Excel, Outlook, and Teams.
• Ability to multitask effectively, handling several tasks like listening, typing, and navigating software simultaneously.
• Bilingualism in Spanish is advantageous, with additional pay for Spanish-speaking employees.

Additional Details

This is a fully remote position requiring a distraction-free workspace suitable for professional conversations. New hires will undergo 2-4 weeks of paid remote training provided with necessary equipment.

Compensation and Benefits

• Hourly wage ranges from $17.50 to $18.50 based on experience and qualifications.
• Health, dental, life, and disability insurance paid for by the company.
• 401(k) plan with employer matching contributions.
• Opportunities for professional growth and development.
• Support and allowance for work-from-home setup.
• A positive and encouraging work environment fostering team spirit.