Senior Division Customer Service Representative at NEW ERA LIFE INSURANCE COMPANY – Houston, Texas

Position Summary
The Senior Division Customer Service Representative is the primary point of contact for members, providers, and agents, delivering accurate and empathetic support. The role involves addressing inquiries on benefits, billing, authorizations, and account details while ensuring compliance with policies and regulations. By balancing customer needs with organizational requirements and providing feedback for improvements, the Senior Representative helps strengthen service quality and the company’s reputation.

Duties and Responsibilities
Customer Service & Communication
• Respond to inquiries from members, providers, and agents regarding benefits, authorizations, and account details.
• Deliver clear, accurate, and empathetic communication in all interactions.
• Explain policy details, coverage options, eligibility, limitations, and exclusions.
• Guide callers through troubleshooting and navigating the company website.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Share customer feedback and insights to support process improvements.

Problem-Solving & Critical Thinking
• Apply critical thinking and active listening to identify problems and propose solutions.
• Balance customer needs with company policies to ensure fair, compliant resolutions.
• Escalate complex issues or system-related concerns to supervisor or specialized teams.

Technical & System Proficiency
• Navigate internal systems efficiently to access and share relevant information.
• Review customer or client accounts, providing updates and information about billing and other account items.
• Accurately document inquiries, actions, and resolutions in company systems.

Compliance & Quality Assurance
• Adhere to documentation protocols to support quality and compliance requirements.
• Follow call center procedures, including handling time, compliance, and quality metrics.
• Stay updated on policy changes, regulations, and company procedures.
• Ensure compliance with HIPAA and confidentiality standards when handling sensitive information.

Qualifications and Skills
Required:
• Excellent verbal and written communication skills with the ability to actively listen, engage empathetically, and convey information clearly.
• Professional demeanor with the ability to remain calm and composed in challenging situations.
• Strong multitasking, critical thinking, and problem-solving abilities.
• Reliable, adaptable, and collaborative team player.
• Proficiency in Microsoft Outlook, Teams, and Word and Excel.
• Legal authorization to work in the U.S.
• Successful completion of background check

Preferred:
• Minimum of 3 years of customer service or call center experience, preferably in the health insurance industry.
• Bilingual proficiency.
Education
• High School diploma or equivalent (GED)

Work Environment Requirements
• Professional office environment with standard hours (Mon–Fri, 8am–5pm); occasional extended hours during peak times.
• Frequent use of computer, phone, and standard office equipment.
• Regular interaction with staff, leadership, and customers in a fast-paced, high-volume setting.