Customer Advocate Retail SFL

Customer Advocate Retail SFLCategory: Customer ServicePlan: FL-Blue Cross and Blue Shield of FloridaCity: Pembroke PinesState: FLType: Full TimeDescription:Job duties include but are not limited to the following:The purpose of this position is to support a retail store customer experience that is conducive to sales, retention and customer loyalty.- Help ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly and they are referred to the appropriate setting, information or tools to address their needs.- Resolve members' inquiries on multiple lines of business by doing research, coordination, referrals or follow-up as appropriate to meet customer needs based on product type and personal preferences.- Determine appropriate service level based on product type and individual needs.- Research and resolve the following types of inquiries for Over- and Under-65 products:- Eligibility and benefits- Claim status- Payment status- Provider directory and network (locating appropriate provider within the network)- Research or refer group product inquiries based on specific inquiry and group types.- Educate members on understanding BCBSF's processes/procedures and on using self-service tools through MyBlue Service.- Track and monitor referred inquiries to ensure resolution.- Provide new member application status and support through the underwriting and enrollment process.- Track, assess, and report metrics for storefront performance.- Collect data to ascertain demand, e.g. number of store visits, inquiries, types of inquiries, number of resolutions, referrals to other company areas, etc.- Identify trends based on collected data, report results to appropriate leaders and recommend corrective actions, as appropriate.- Provide support for special events and projects (e.g., seminars, appearances, proactive contacts with customers) that generate traffic or prospects and build customer loyalty.- Support continuous improvement of servicing members in a retail atmosphere.- Actively identify opportunities to improve the retail customer experience.- Share and document improvement recommendations to appropriate leaders.- Moderate to heavy keying requiredQualifications:Job Requirements:- High school diploma or equivalent.- Minimum 2 years' customer service or related customer facing experience.- 215 insurance license in the State of Florida or be able to obtain within 3 months.- Able to work flexible rotating schedule to include weekends, nights and holidays.- Bilingual (English/Spanish) read, write and converse.Business Specific Criteria (preferred skills):- Associate of Arts degree -Working knowledge of multiple BCBSF products to include individual, small/large groups/senior and ancillary products.- Knowledge of the following capabilities and applications: Siebel, RBMS, Stellent, EIP and Client Letter.- Minimum of 2 years BCBSF member customer service experience.- Minimum of 2 years experience in different or multiple health lines of business.- One-year successful experience in retail face-to-face customer service.Click here to see our Career Video:http://www.view-career-video.com/videos/bcbsflFor consideration, please visit our website atwww.bcbsfl.comand click on Careers with Us. Click on the Search Career Opportunities link and follow these important steps:1. Log-in if you have an existing profile on the BCBSFL website.Otherwise, you will need to create a profile by following the stepsprovided on the site.2. Search for the position by typing in the requisition ID: M1025OCT09in the keyword search field.3. Click on the Apply to this Job link.Blue Cross Blue Shield of Florida is an Equal Opportunity Employer M/F/D/V.Business Leader Network MemberReq Code: M1025OCT09