Associate, Voice of the Customer Specialist

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

The Voice of the Customer Specialist is primarily responsible for handling escalated member concerns and complaints in a timely and professional manner, ensuring a positive outcome. This role involves researching and resolving escalated member interactions, complex issues, and/or complaints. The ideal candidate should have knowledge of medical and behavioral health. Additionally, the VoC Specialist must be skilled in managing member relationships to enhance loyalty and satisfaction.

Key responsibilities for the role:

• Resolve member complaints and escalated issues, ensuring a satisfactory outcome. 
• Document and track escalated issues, maintaining clear and comprehensive records from initiation to resolution.
• Manage casework queues in Customer Relationship Management tool (Microsoft Dynamics).
• Research account history, notes, treatment plans and settlement documents to identify escalation root cause and devise positive outcomes. 
• Consult with various departments including Claims, Rx and Sales to gather information and coordinate efforts in devising effective solutions.
• Manage inbound call volume.
• Outreach to providers, pharmacies, and members to obtain additional information as needed.
• Develop and implement strategies to reduce the volume of escalated issues by identifying drivers, patterns, and trends. 
• Demonstrate proficiency in problem-solving and thinking critically when it comes to resolving member complaints. 
• Communicate effectively with members, internal teams, and management.
• Ability to explain coverage determinations.
• Identify and recommend ways in which our Member Care team can further build connections through empowerment and ownership. 
• Ensure familiarity with the most up-to-date policies and procedures and recognize potential additions or modifications as needed.  
• Share opportunities for learning and development on member issues and potential improvements based on trend analysis with management and other team members. 

Key skills/experience qualifications for the role:

• 3+ years’ experience in an inbound/outbound call center environment, with a focus on complex or escalated call management. 
• Passion for helping other people and finding the best possible resolutions for members. 
• Excellent written and verbal communication skills. 
• Experience working in Microsoft Office and CRM Systems, including Microsoft Dynamics or Salesforce. 
• Ability to actively listen to members and think critically to identify solutions. 
• History of success in tracking and managing multiple escalations, with providing follow up to members in a timely manner. 
• Ability to work in a fast-paced and quickly evolving office environment. 
• Healthcare experience with knowledge of claims processing is a plus.

The estimated salary range for this position is $24.00 to $26.00/hr. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.