AssuredPartners

Customer Service Representative (Bilingual)

Job ID
2025-17891
# of Openings
1
Category
Employee Benefits Service
Location
US-CA-Torrance

Overview

Keenan has an exciting career opportunity as a Customer Service Representative. Customer Service Representatives respond accurately and promptly to email or telephone inquiries regarding claims, benefits, eligibility, online portal technical assistance and automated benefit/claims telephone system education and support, while adhering to schedule, attendance, email volume and call center metric and quality goals. Customer Service Representatives will use multiple software systems and reference numerous resources in order to service customers

 

Keenan is a successful insurance brokerage and consulting firm meeting the insurance needs of hospitals, public entities and California school districts. Keenan specializes in providing consulting services in the areas of: employee benefits, workers' compensation, loss control, financial, and property & liability. We have seen continuous growth and success, and are positioned to lead the industry into the 21st century. Keenan continues to grow at a rapid pace, and so do the opportunities for our current and future employees.

What You'll Do

  • Provide customer service via telephone or email to clients, providers, and plan participants and follow specific call handling instructions for each client or call type.
  • Refer Provider and Member callers to use online portal registrations, assisting users with logins, and system navigation.
  • Proficiency in Automated Benefit Claims system, to appropriately educate Providers how to use it.
  • Expected to take 6 calls per hour/48 calls per day to meet the set standard of production.
  • With the average speed of answer (ASA) of 30 seconds and an abandonment rate of 3%.
  • Expected to reach the goal of 20 minutes of after call work per day.
  • Call hold times should not exceed 2 minutes without following up with the caller.
  • CRM, open customer service calls should be closed within 15 business days and sooner if urgent.
  • Understanding of plan benefits and where to find training resources in order to provide current and accurate information to a caller.
  • Follow technical guidelines related to PC daily shut down, how to manage systems and documents in order to optimize system performance, and must meet at home technical requirements.
  • Proficiency in all systems used to service our clients, keeping user logins current.
  • Stay current on emails, ensuring understanding of policies, procedures and relevant information is current when handling calls or emails.
  • 100% documentation is expected for each call received, unless there is specific instruction not to document a specific call type.
  • Call quality should be at 90% and above for all call quality audits.
  • Escalations should be handled according to the caller’s needs, following the documented escalation procedures and appropriate resolution and follow up time.
  • Proactively communicate with management when training is needed, or time of queue is required to get current on emails.
  • Check and adhere to daily schedule in Contact Center system, currently Ring Central.
  • Attendance is an essential part of the job function and excessive unscheduled tardiness, or absenteeism's will be addressed individually.
  • Review complex or unusual claim situations and review claims previously processed incorrectly and forward to designated personnel with recommended corrective actions.
  • Reach out to call center leadership, CSR Support for assistance when information is unclear; providing accurate information to customers is imperative.
  • Must make all efforts to be in Available status when not on a call and communicate to call center leadership about off queue needs in real time. Call avoidance is never acceptable.
  • Report concerning calls that could turn into complaints to call center leadership immediately.
  • Report feedback about call center issues, technical issues, CSR performance issues that can impact everyone immediately.
  • Participate in mandatory team meetings.
  • Other duties as assigned

What You'll Need

  • Minimum of 1 (one) year experience in a customer service and/or call center role required.
  • Prior customer service background with knowledge of health insurance benefits required.
  • Must be bilingual (English and Spanish).
  • HIPAA and Medical Terminology courses helpful.
  • Proficient in Microsoft Outlook, Excel, and Word.
  • Excellent verbal and written communication skills.

What's in it For You?

To help you make the best decision for your personal growth, it’s important to us to share a glimpse of what we offer our top asset, our people:

  • Competitive base salary.
  • Generous 30+ Days Comprehensive Paid Time Off Package inclusive of Paid Time Off, 10 Company Holidays, 2 Floating Holidays, 5 Sick Days, and 2 Volunteer Days
  • Health benefit options with you in mind; 5 affordable medical plan options with rates based on your salary, company paid HSA contribution with eligible HSA plan selection, 2 dental plan options offering orthodontia coverage and 3 cleanings per year, and 2 vision plan options.
  • Company match 401(k) plan – 50% up to 6%!
  • Support of your fitness wellness goals! We offer up to 75% off at over 11,000 gyms and fitness centers.
  • Opportunity to prioritize your mental health with 24/7 access to licensed therapists.
  • Pet benefits & discounts.
  • Access to our Employee-led Resource Groups (ERGs) that lend a voice to the variety of demographics represented throughout Accretive.

Compensation:

The target salary range for this position is $48,000 to $51,000 (US Dollar) annually. The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location.

Grow, with us

Accretive is a collection of elite specialty and wholesale agencies supported by experienced industry leaders. Our expertise is broad, and our innovative culture runs deep. We value relationships above all else and consistently deliver best in class customized solutions and service you can trust.

 

Accretive is passionate about fueling our clients’ innovation and growth. That makes us the perfect place for creative, dynamic people who want to grow their career while helping businesses, families and people thrive.  We are proud to be one of the largest brokers in the country, but we’re even prouder of the honest, caring relationships that our employees build with our clients every day.

 

Working with us will give you the opportunity to do work that matters while you learn with us, advance with us, and most importantly, grow with us. Accretive is committed to embracing diversity, equity and inclusion to create a workplace that welcomes and thrives on the unique experiences, perspectives and contributions of all team members. Accretive is bringing the best people and most diverse talent forward to drive growth, innovate and think bigger! 

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