Customer Care Advisor

About NCD

Join a dynamic, diverse team at NCD, a leading insurance provider recognized for its unique culture blending fun, kindness, and dedication. Our team values Relentless Positivity, Growth Orientation, Execution Excellence, Helpfulness, and Solution-Focused approaches. Together, we strive to positively impact our members, agents, and one another, partnering with carriers like MetLife, VSP, and Zurich to lead in dental and vision insurance.

Role Overview

We are seeking a remote Customer Care Advisor who thrives on connecting and actively listening to customers. This role involves delivering prompt, exceptional phone support and assistance to our members. You will have the advantage of working 100% from home with provided equipment and must maintain a distraction-free workspace. Training is paid and lasts between two to four weeks.

Key Responsibilities

• Manage inbound and outbound communications with members and healthcare providers.
• Engage customers through various channels including calls, emails, and chats.
• Answer queries related to member products, policies, transactional requests, and resolve disputes.
• Refer product enrollments and changes to licensed agents.
• Handle billing and service complaints, escalating complex issues appropriately.
• Log all member interactions accurately using CRM tools.
• Maintain up-to-date knowledge of all NCD products and services.
• Educate members on managing their health to choose optimal benefit plans.
• Foster trust throughout the healthcare journey to enhance member retention.
• Achieve performance targets such as call quality, satisfaction, volume, and punctuality.
• Participate actively in team meetings, training, and skill development sessions.

Qualifications

• Minimum two years of experience in customer service or call center roles.
• College degree preferred but not mandatory.
• Strong verbal and written communication skills.
• Proficient with Microsoft Word, Excel, Outlook, and Teams.
• Ability to multitask effectively across listening, typing, speaking, and navigating software.
• Bilingualism (especially Spanish) is advantageous; bilingual employees receive additional pay.

Benefits

• Employer-paid health, dental, life, and disability insurance plans.
• 401(k) retirement plan with company matching.
• Opportunities for career advancement and professional growth.
• Work-from-home support including a stipend.
• Positive and supportive workplace culture.

Compensation

Hourly pay ranges between $17.50 and $18.50 depending on experience and qualifications.