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Overview

This position will be based on-site at our Brownsville, Texas location.

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training

• Competitive Wages

• Full Benefits (Medical, Dental, Vision, 401k and more)

• Paid Time Off

• Employee wellness and engagement programs

Teleperformance and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

Did you know that our Chief Client Officer started her career at Teleperformance as an agent and advanced to the pinnacle of the company? At Teleperformance, the sky is the limit!

Responsibilities

Your Responsibilities

As a Financial Customer Service Representative, you will be answering inbound customer inquiries from callers who need assistance with health benefits account associated with a medical plan. You will respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. You will be a member of the primary contact team for consumers interested in opening or managing a health benefits account

• Provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues.

• Handle escalated calls, resolving more complex customer issues.

• Demonstrate outstanding service to identify the source of the caller's issue and work to resolve inquires in a timely and professional manner.

• Help guide and educate customers regarding their health benefits account.

• Assist customers in navigating websites while assisting them with becoming proficient with self-service tools.

• Protect our customer’s security by properly authenticating them.

• Actively assist Account Holder’s by:

• Having a polite and helpful tone

• Provide the caller with the assurance that you will resolve their issue

• Efficiently use procedures & systems to enhance knowledge and provide tailored customer solutions.

• Be curious and anticipate callers' additional needs.

• Demonstrate genuine appreciation for the customer’s business

Qualifications

We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.

• Meet or exceed established KPIs.

• 18 years of age or older

• Typing 25 WPM

• Apply knowledge/skills to a range of moderately complex activities.

• Demonstrate in-depth product and system knowledge/expertise.

• Acts as a technical resource to internal and external customers.

• Proactively identifies solutions to non-standard requests.

• Solve moderately complex problems on own.

• Works with team to solve complex problems.

• Plans, prioritizes, organizes and completes work to meet established objectives.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

Job Locations US-TX-Brownsville

Requisition ID 2024-47561

Category Customer Service/Support

Country United States