Key Responsibilities
- Handles customer service inquiries via telephone and/or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits
- Supports the resolution of customer problems, incidents, issues, requests, and queries
- Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner
- Ensures proper documentation, notification, escalation, tracking, and follow up of all incidents
- Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits
- Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency
- Able to learn and be proficient with client’s incident management and knowledge management tools, client information systems, and service desk procedures
- Demonstrates understanding of the customers business needs as trained and maintains high customer satisfaction ratings
- May perform follow up on incidents with customers to ensure customer satisfaction
- May support reporting functions providing end of day status, data for weekly status reports, etc.
Job Requirements
- Ability to work an 8-hour shift somewhere between the hours of 8:00 a.m. to 9:00 p.m. ET
- This role allows for remote work for most of your work hours
- Must meet Accenture’s Primary Residential Location (PRL) for the Knoxville, TN, office location
- Qualification
- Basic Qualifications
- Minimum 1 year of experience in a call center environment
- Preferred Qualifications
- Experience in the insurance industry management process, interpreting and applying member contracts and benefits
- Experience with Excel reporting
- Strong Windows environment experience, toggling between multiple systems and monitors
- Experience in a Business Process Operations (BPO) environment
- Excellent written and verbal communication skills
- Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below.
- We accept applications on an on-going basis and there is no fixed deadline to apply.
- Information on benefits is here.
- Role Location Hourly Salary Range
- California $19.71 to $31.15
- Colorado $19.71 to $26.88
- District of Columbia $21.01 to $28.65
- Illinois $18.27 to $26.88
- Minnesota $19.71 to $26.88
- Maryland $18.27 to $24.90
- New York $18.27 to $31.10
- Locations
- Louisville, TN
- Additional Information
- Requesting an Accommodation
- Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
- If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
- Equal Employment Opportunity Statement
- We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
- For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement
- Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
- Accenture is committed to providing veteran employment opportunities to our service men and women.
- Other Employment Statements
- Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
- Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
- Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
- The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.
- California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
- Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.