Executives-Voice-Customer Service

Essential Functions

• Provides high quality customer service in resolving queries of customers by obtaining, analyzing and verifying the accuracy of their queries or funding transactions in a timely manner.
• Provides inbound phone support.
• Initiates required action for response to customer service requests for claims status/inquiries and communicates changes to the appropriate departments.
• Ensures and provides quality service to both Aetna employees and members while administering their HRA.
• Participates and provides expertise as a member of the funding departmental team to ensure continuous process improvement initiatives are met.
• Additional tasks/ responsibilities may be added from time to time or as the client &/or business need arises

Primary Internal Interactions

1. Assistant Manager & Support (Trainer/ SME/ QPE)
2. EXL Process business leadership team, when necessary

EXL site support – HR, Facilities, etc

• Minimum 2 years of college education in any field
• Customer service representative with minimum of 1 year of BPO experience
• Good Computer navigation and keyboarding skills