Customer Service Representative

**About Pacific Blue Cross**

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

**Perks**
- Work-life balance with flexible working hours of 7 hours per day, Monday to Friday (i.e., 35 hours per week).
- Paid vacation starts at 3 weeks per year, and increases with years of service.
- Hybrid work environment (i.e., a combination of work from office and work from home days).
- Generous benefits, including extended health, dental, and life insurance; these benefit premiums are 100% paid by PBC.
- Company pension contributions after 1 year of service.
- Education allowance up to $1,000 per calendar year.
- Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program

**About the Position**
- We are searching for permanent _Customer Service Representative_s_ to join our Customer Experience team.
- This position is unionized and part of the CUPE 1816 Bargaining Unit. This position is paid at hourly rates and receives wage increases in accordance with the Collective Agreement. The wage for this position is: $4,373 - $5,121 per month.

The role will include in office training, after which, the ability to work from both, office and home, on a hybrid basis.

**Job Summary**

Under the general supervision of the _Team Leader, Customer Experience_, the _Customer Service Representative, Customer Experience _provides inbound and outbound call centre services to external stakeholders for a diverse range group and individual dental, extended health, and travel benefit plans; provides support and shares knowledge with team members regarding inquiries, escalations, and navigation through company software and resources; monitors the potential for fraudulent claims; supports new employees; and, maintains up to date knowledge of benefit plans and claims processing rules, policies, procedures, system requirements, terminology and other information related to the provision of call centre services.

**Job Duties**

1. Provides inbound and outbound call centre services to members, plan administrators, service providers, employers, and government agencies for a diverse range of group and individual dental, extended health, and travel benefit plans by:

- receiving incoming correspondence to identify client needs.
- calling external stakeholders to follow up and/or respond to inquiries.
- accessing a variety of internal and external information resources and online systems to determine appropriate response, action, escalation, or referral.
- answering inquiries concerning benefit enrollment status, coverage, eligibility, and entitlements, as well as claim submission, status, and payments.
- researching and processing adjustments on previously examined claims.
- documenting all client interactions for future reference.
- ensuring all interactions are completed within established standards of service delivery and service level objectives to facilitate the achievement of productivity, and efficiency, and customer/provider satisfaction.

2. Provides support and shares knowledge with team members regarding inquiries, escalations, and navigation through company software and resources.

3. Compiles and forwards information necessary to initiate a task (e.g., stop payments on cheques) and direct deposit trace requests to Finance or other department

**General Department and Team Support**

4. Provides feedback to leadership on customer service issues, concerns, and trends.

5. Supports new employees by demonstrating the execution of specific tasks and duties, and sharing knowledge and experience on request.

7. Monitors calls for potential fraudulent claims. Forwards suspicious activity to internal stakeholders claims for further investigation.

8. Participates in special projects as required.

9. On a relief basis, performs the duties of the Receptionist, Customer Experience.

10. Performs other assigned duties related to the provision of call centre services, administrative, and/or clerical support which do not affect the rating of the job.

**Qualifications**
- High school graduation, or equivalent.
- Keystroking skills of 6,500 ksph.
- Typing skills of 35 wpm.
- Demonstrated proficiency in the use of basic Word and basic Excel.
- 1 year of previous related experience in a customer service-oriented position, or eq