Job: Customer Advocate Retail SFL

Job duties include but are not limited to the following:
The purpose of this position is to support a retail store customer experience that is conducive to sales, retention and customer loyalty.
- Help ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly and they are referred to the appropriate setting, information or tools to address their needs.
- Resolve members’ inquiries on multiple lines of business by doing research, coordination, referrals or follow-up as appropriate to meet customer needs based on product type and personal preferences.
- Determine appropriate service level based on product type and individual needs.
- Research and resolve the following types of inquiries for Over- and Under-65 products:
- Eligibility and benefits
- Claim status
- Payment status
- Provider directory and network (locating appropriate provider within the network)
- Research or refer group product inquiries based on specific inquiry and group types.
- Educate members on understanding BCBSF’s processes/procedures and on using self-service tools through MyBlue Service.
- Track and monitor referred inquiries to ensure resolution.
- Provide new member application status and support through the underwriting and enrollment process.
- Track, assess, and report metrics for storefront performance.
- Collect data to ascertain demand, e.g. number of store visits, inquiries, types of inquiries, number of resolutions, referrals to other company areas, etc.
- Identify trends based on collected data, report results to appropriate leaders and recommend corrective actions, as appropriate.
- Provide support for special events and projects (e.g., seminars, appearances, proactive contacts with customers) that generate traffic or prospects and build customer loyalty.
- Support continuous improvement of servicing members in a retail atmosphere.
- Actively identify opportunities to improve the retail customer experience.
- Share and document improvement recommendations to appropriate leaders.
- Moderate to heavy keying required

Job Requirements:
- High school diploma or equivalent.
­- Minimum 2 years’ customer service or related customer facing experience.
­- 215 insurance license in the State of Florida or be able to obtain within 3 months.
- ­Able to work flexible rotating schedule to include weekends, nights and holidays.
­- Bilingual (English/Spanish) read, write and converse.

Business Specific Criteria (preferred skills):
- Associate of Arts degree -Working knowledge of multiple BCBSF products to include individual, small/large groups/senior and ancillary products.
- Knowledge of the following capabilities and applications: Siebel, RBMS, Stellent, EIP and Client Letter.
- Minimum of 2 years BCBSF member customer service experience.
- Minimum of 2 years experience in different or multiple health lines of business.
- One-year successful experience in retail face-to-face customer service.