NCD Member Care Advisor

Do you enjoy connecting with people and consider yourself a great listener? If so, then NCD has a perfect role for you. NCD Dental & Vision has an opportunity for a remote Customer Service Advisor to join our team. Your role is simple: provide the highest level of phone service and support to our customers in a timely manner.

ABOUT THE JOB

Essential Duties and Responsibilities: Handles both inbound and outbound communication with members and/or providers. Communicates with clients across multiple channels, including phone, email, and chat. Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions. Refers new product enrollment or changes to existing enrollment to a licensed agent. Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation. Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact. Continually maintains working knowledge of all company products and services. Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits. Builds trust with members across the healthcare life cycle and improves member retention. Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence. Attends and participates in team meetings, skill builders, training exercises.  Qualifications: 2+ years of customer service or call center experience College degree preferred, but not required Excellent verbal and written communication skills Proficient computer skills including MS Word, Excel, Outlook, Teams Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously Bilingual is a plus (Spanish bilingual employees receive an additional pay differential)  NCD Benefits: Company-paid health, dental, life, and disability insurance 401(k) with employer match Opportunity for professional development Work from home allowance and support Positive work environment  Compensation: $17.50–$18.50 per hour, based on experience and qualifications.

RESPONSIBILITIES✨

• Handles both inbound and outbound communication with members and/or providers.
• Communicates with clients across multiple channels, including phone, email, and chat.
• Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions.
• Refers new product enrollment or changes to existing enrollment to a licensed agent.
• Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation.
• Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact.
• Continually maintains working knowledge of all company products and services.
• Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits.
• Builds trust with members across the healthcare life cycle and improves member retention.
• Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence.
• Attends and participates in team meetings, skill builders, training exercises.

QUALIFICATIONS✨

• 2+ years of customer service or call center experience
• College degree preferred, but not required
• Excellent verbal and written communication skills
• Proficient computer skills including MS Word, Excel, Outlook, Teams
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
• Bilingual is a plus (Spanish bilingual employees receive an additional pay differential)

ELIGIBLE SERVICE BRANCHES

US Air Force, US Army, US Coast Guard, US Marine Corps, US Navy, US Space Force

BENEFITS✨

• Company-paid health, dental, life, and disability insurance
• 401(k) with employer match
• Opportunity for professional development
• Work from home allowance and support
• Positive work environment

OTHER

N/A