About Us

With a multinational global team, Davies Group is a specialist professional services and technology firm working in partnership with leading insurance, highly regulated, and global businesses.

At Davies Group, we help clients to manage risk, operate core business processes, and to transform and grow. We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation, and change management.

In 2020, Davies North America acquired TriPlus Services Inc., and later in 2021, acquired Disability Management Services Inc., both third party companies provide a range of insurance services to clients. These acquisitions, now known as Davies Life and Health, have allowed the Davies Group to become leaders within the insurance industry, sharing their knowledge and expertise regarding claims, policy administration, actuarial services, consulting services, and management solutions to help meet the needs of their clients.

Job Overview

Davies Life and Health is looking for a Policyholder Services Representative I, who will be responsible for responding to inbound customer service inquiries, complaints, and service requests in a professional and timely manner. You will be the first point of contact with policyholders and their representatives which requires a commitment to client sensitivity, service, and guideline adherence. Policyholder Service Representatives spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives.

To be successful in this role you must possess a high level of empathy, have superb verbal and written skills, and be proactive, independent, and take initiative. This position also requires a willingness and ability to sustain the demands of a telephone support role within a collaborative team environment. You must be proactive and take initiative as this is a full-time, home-based role.

Responsibilities & Duties

Provide exceptional customer service in a phone support role
Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries
Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers
Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures
Complete document processing in an efficient and effective manner
Update and change customer contact and policy information with accuracy
Respond to all written inquiries, communicating clearly and with proper grammar
Meet or exceed all established minimum expectations/metrics and goals for the position
Meet or exceed standards for productivity and quality as established for the role
Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws
Ensure smooth transition of inquiry to appropriate department if/when necessary
Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
Perform additional duties as assigned

Experience & Qualifications

Required

High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
Proficient computer skills and experience in Microsoft Office products required

Preferred

Insurance or medical background preferred
Understanding of medical terminology, health insurance, claims, and/or LTC preferred

Knowledge, Skills, & Abilities

Possess a high degree of tact, empathy, and professionalism
Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence
Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives
Effectively relay complex insurance information and policy language into basic understandable concepts
Ability to apply learned principles to specific and unique circumstances
Superb written and verbal communication skills; must be clear and concise, both in written communications and when speaking to policyholders and representatives
Detail oriented with the ability to work independently as well as part of a team
Ability to toggle between multiple screens while documenting and speaking with policyholders
Solid knowledge of Microsoft Office products with ability to learn new system applications quickly
Exceptional attention to detail with excellent organizational skills
Proactively provide creative and analytical recommendations to management for process and performance improvement

Essential Requirements

Must have US work rights
Must speak English
High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
Proficient computer skills and experience in Microsoft Office products required

Diversity & Inclusion

Davies is committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).

Rewards & Recognition

We embrace innovation and run an annual competition available for all teammates to submit their ideas. The top 10 finalists travel to the current year’s competition site where they pitch their ideas to our investors. The winner receives funding to bring their idea to life and the runners up receive a reward for their involvement. Some of our teammates have moved across into brand new positions to further develop their ideas/projects!

Benefits

Medical, dental, and vision plans
401k plan with employer matching
Paid Time Off, Sick Leave, and Paid Holidays
Life insurance, short term, and long-term disability plans
Amazing Executive and Senior leadership as well as fabulous teammates

Role Classification & Work Environment

This role is a hybrid, full-time, hourly, non-exempt role. This position operates in a professional office and routinely uses standard office equipment such as laptops, printers, and phones. While performing the duties of this job, the individual will be required to regularly hear and talk. This is a sedentary role that requires the ability to sit for prolonged periods at a desk, reach outward, use a phone, use of fingers to use office equipment such as a keyboard, mouse, phone, printer, copier, and to reach above the head, bend, or stand, as necessary.

Davies US LLC

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