About the role
This role is the direct contact between Turaco and customers/policy holders. The Customer Operations Associate will speak with customers over the phone to explain insurance products, benefits, and payment methods to customers. The Associate will also upsell and cross-sell other products that are useful to the customer.
Roles and responsibilities
Telesales
- Engage at least 100 customers daily on the phone to upsell or cross-sell Turaco products while offering excellent customer service.
- Follow up and close on initial sales contacts.
- Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided.
- Achieve agreed-upon sales targets within the stipulated schedule.
Contact Center
- Explain technical product features and answer potential and existing customer questions about Turaco products.
- Understand and strive to meet or exceed Customer Operations center metrics while providing excellent, consistent customer service.
- Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco.
- Register new customers in our database and other data entry requests as needed.
- Address customer inquiries regarding products and claims submission, amongst others in a timely manner.
- Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued.
Claims Administration
- Initiate, investigate, and process claims reported by Customers.
- Effectively communicate with customers, medical service providers, and co-workers to obtain all information needed to complete claims investigations.
- Obtain and review claim information, company policies, and insurance policy details to decide on the approval and/or settlement.
- Settle insurance claims by evaluating the facts of a customer's situation surrounding the claim, the documentation provided, and determining whether the loss is covered.
- Detect fraud and deploy mitigation techniques while safeguarding customer dignity.
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