PHS Representative (Disability Insurance - Remote)

Our Story
Imagine being part of a team that’s not just shaping the future but actively driving it. At Davies North America , we’re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors.

What's in Store
Davies Life & Health is on the lookout for an experienced Policyholder Services Representative (Disability Insurance) 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 Client Service Representatives spend 80% or more of their day responding to telephone and/or written inquiries from policyholders and/or their representatives. 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
Key Responsibilities

- 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 gramman

- 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 other duties as assigned

This is a full-time, home-based position

Skills, knowledge & expertise

- 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

- Insurance or medical background preferred

- Understanding of medical terminology, health insurance, claims, and/or Disability Insurance highly preferred

- 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 documentin