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Retention Call Center Representative - Bilingual Russian

Position Purpose: Provides assistance to members and prospects with any related member issues to rectify them as efficiently as possible; tracks and documents every interaction accurately in the member's account while adhering to prescribed protocols and staying in compliance with regulatory guidelines.
Respond to customer's calls within designated time frames and perform troubleshooting procedures to determine the nature of the inquiry or issue to the satisfaction of the customer; clarify the customer's inquiry; determine the cause of the problem; select and explain the best solution to solve the concern and expedite correction or adjustment as needed; follow up with customers to ensure resolution.
Follow organization standards to maintain excellent quality service.
Complete all necessary paperwork and documentation; provide education to the caller for more effective troubleshooting in the future.
Input and edit information or data to document inquiries and correspondence.
Develop and utilize a filing and retrieval system to access records or information.
Educations/Experience:
High School Diploma required.
AA/AS - Associates Degree preferred.
Two to five years Customer Service experience required.
Two to five years of Customer Service in Healthcare experience preferred.
Proficiency in Microsoft Office: Excel, Word, Access; Lotus Notes; Internet.
Fluency in Russian, required.
Business Analysis Knowledge: Skilled to work in a fast paced environment. Must have strong analytical and problem solving skills.
Customer Service: Skilled to communicate with all levels of management, internal and external customers.
Ability to work well as a member of a team or alone.
Effective Business Communication: Skilled in communicating with technical and business constituencies in writing effective business specifications and requirements.


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