Senior Process Associate - Customer Service
Aguadilla, Puerto Rico

This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to client requirements. Evenings, weekend, and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.
Principal Duties and Responsibilities:

• Answers incoming calls from queue in a professional and courteous manner

• Assists internal and external customers via email

• Service internal and external customers via customer chat channel

• Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner

• Transfers callers to the appropriate departments

• Escalate calls to supervisor as warranted

• Enter appropriate comments and notes within policy database

• Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor

• Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites

• Foster a team environment by creating and maintaining a positive relationship with peers, customers, and business partners

• Consistently meet or exceed performance standards outlined in the Customer Service Department career path

• Attends weekly team meeting to stay abreast of product information, and procedural/policy changes

Required / Desired Knowledge, Experiences and Skills:

• Minimum of six months of customer service or customer facing role preferred

• Prior experience working in a call center environment is a plus

• Excellent verbal and written communication

• Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor

• Excellent computer skills including experience with Microsoft Office products

• Ability to work independently at a quick pace and with a high degree of accuracy

• Fully bilingual (Spanish and English)

Education/Certifications:

• High school diploma or GED required.

Vaccination is Required

Call Center (CVS/Aetna) JL3A -P rocess Specialist

Your responsibilities may include but are not limited to:

• Follows all predefined guidelines and timelines such as verifying documents, analysis of data and deliver required information to client on a timely manner in order to meet SLA target and to ensure that the performance parameters are met

• Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)

• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller

• Effectively executes calls of the client's customers, resolves query/issue as per deliverable outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target maximization in order to meet quality standards

• Handles individual cases that need re-work in order to ensure high customer satisfaction/NPS score from the end user

• Shares experiences in order to facilitate capture of tacit knowledge

• Delivers on the new process/approach in order to meet client and internal goals

• Performs stand-alone activities or high-volume transactions such as customer calls, emails, chats, requests/orders including cancelling, adding, and modifying per customer requirements in order to ensure SLA adherence, customer satisfaction, quality and compliance

Qualifications - Basic

• High School Diploma or GED Equivalent

Preferred

• Experience in customer support or data entry

• Ability to work with in Microsoft Office

• Professional written and verbal communication

• Analytical skills

• Fully bilingual (Spanish and English)

About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 35 delivery centers in 14 countries spread across 5 continents, with 53,515 employees from 125 nationalities, as of June, 2022.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.