Customer Service RepresentativePrimary Location: Farnborough, United Kingdom
Additional Locations: HANTS-Farnborough Apply
Aetna are a leading diversified health care benefits company, serving an estimated 44 million people.We offer industry-leading information, tools and resources to help people achieve their best possible health.
Aetna’s global business, Aetna International, is one of the world’s largest and most prominent providers, with more than 650,000 members worldwide and a direct settlement network of over 125,000 hospitals and clinics.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare across the globe. We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
As well as some excellent benefits and a fantastic working environment, we will give you the space to grow and provide you with opportunities to learn new skills to keep you developing personally and professionally.
Join us and help turn health ambitions into achievements.
The global operations team is responsible for delivering world-class service to our members, internal customers and providers.We are the face of Aetna and provide 24x7 global support, front line customer services, claims and product expertise.
We believe that the secret to a positive member experience is the investment in our people and culture. Our aim is to communicate with our customers on their terms, through local teams, in local languages.We want to know our customers, own our relationships with them, predict their needs and meet them proactively.We ensure our members get the healthcare they need with maximum value.
Customer Representatives are naturally caring and empathetic but also keen problem solvers who take ownership of customer needs using their extensive knowledge, training, expertise and passion to navigate customers through their healthcare journey.
Responsibilities of the role
·Deal effectively with the incoming emails and post, including all queries and complaints to be actioned and escalated as appropriate according to Complaints Procedure.
·Answer the telephone, making relevant system notes and subsequently pass calls to appropriate members of staff if unable to deal with.
·Process individual applications and renewals issue supporting documents in accordance with agreed time and service standards. Then assist with the production and distribution of group and corporate member's documents in accordance with agreed time and service standards.
·Liaise closely with the Finance Department in respect of payments received and ensure that all customer data is stored securely in accordance with Company and FCA regulations.
·Ensures compliance with requirements of regional compliance authority/industry regulator.
·Working closely with the following Principal Contacts;
Internally:Client Membership, Underwriting, Finance and Claims department.
Externally:Brokers, Underwriters and Customers.
Experience and Background Required
·Previous experience in a customer service environment, preferably in an insurance company, service provider or health insurer – but not essential.
·Strong administration skills PC and Database Literate.
·Customer-focused communication skills – high level of verbal and written communication.
·Organized and able to prioritise and have pride in attention to detail and accuracy.
·Self-motivation with an ability to work on your own initiative
·A passion for providing outstanding customer experience
·Effective collaboration and team working
·A high degree accuracy and a keen eye for detail
·Maths and English grade C or above
·University/College degree preferable or equivalent work experience.
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