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Customer Service Representative

At Aetna, we’re pioneering a total approach to health and wellness, focusing on the whole person - body, mind, and spirit. Our customer service and claim teams provide a human connection when it’s needed most and are essential to turning our member’s health ambitions, big and small, into achievements. Your role will include processing claims and helping members, doctors, and companies better understand our products and services. You will be an advocate for our member’s best health by helping them get the most from their benefits, building trust and always providing a clear path to care.

  • Job Type: Full-time
  • Job Level: Entry Level
  • Travel: No

Aetna’s minimum starting salary is $16/hr.

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Success Profile

What makes a successful Customer Service Representative? Here are the traits we are looking for:

  • Trustworthy
  • Empathetic
  • Proactive
  • Compassionate
  • Good listener
  • Problem Solver
  • Communicator
  • Independent
  • Multi-tasker
  • Patient
  • Collaborative
  • Personable
  • Quick thinking
  • Enthusiastic

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  • Health

  • Paid Time Off & Disability

  • Financial

  • Wellness

  • Additional Benefits

  • Aetna’s Social Compact

    Our commitment to improve wages and medical benefits.

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Customer Service Representative Quotes

You really are invested in the member… you have to be their advocate.

Damon H., Senior Health Concierge Customer Service Representative

I’m very excited about the common purpose [Advocate for our members’ best health by helping get them most from their benefits, building trust and always providing a clear path to care], in the first day of training all the leaders came in and explained it. As soon as they got done talking I knew this was the company for me.

Emily E., Customer Service Representative

Job Details

Sr Customer Service Rep - Commissions

Primary Location: Franklin, Tennessee
Additional Locations: TN-Franklin
Commission Analyst is the face of Aetna and impacts agent service experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Level 2 calls are typically non-routine and may require deviation from standard screens, scripts and procedures to engage, consult and educate members based upon theagent's unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care. Act as subject matter expert by providing training, coaching, or responding to complex issues. May analyze and adjudicate claims.

Fundamental Components:
Answers questions and resolves issues as a "single-point-of-contact" based on phone calls, letters, and internet from brokers. Activities may include explaining and remediating commission payments. Creates an emotional connection with our agents by understanding and engaging the member to the fullest . Taking accountability to fully understand the agent’s needs by building a trusting and caring relationship. Anticipates customer needs. Uses customer service threshold framework to make financial decisions to resolve agent issues. . Through in-depth analysis, identifies commission trends and any emerging agent service issues and works to develop solutions to address potential problems. Partners with other departments to deliver client specific presentations. Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service. Serves as SME providing technical assistance when needed on commission related issues, and/or system applications delivery matters. May participate and/or lead special projects/initiatives addressing agent commission issues. May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools. Delivers internal reporting. Provides appropriate support in third party audits when required. Documents and tracks all contacts, events, and outcomes with agents using appropriate systems and processes. (*)

Background Experience:
Commission Analyst experiences in a transaction based environment such as a business office location preferred, demonstrating ability to be analytical and logical. Experience in a production environment. Demonstrated ability to handle multiple assignments competently, accurately and efficiently. Associate's degree or equivalent work experience.

Additional Job Information:
Understanding of commissions preferred, but not required. Strong knowledge math and analytical skills. Oral and written communication skills. Ability to maintain accuracy and production standards. Customer service skills. Negotiation skills. Technical skills. Problem solving skills. Attention to detail and accuracy.

Required Skills:
General Business - Applying Reasoned Judgment, General Business - Turning Data into Information, Service - Handling Service Challenges

Potential Telework Position:

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)


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