Fatima Badai

Work in a multi-channel support environment of phone, emails, and/or online live chat.

Address and resolve low to moderately complex issues; escalate more challenging ones

Manage routine support tasks, including explaining outcomes to clients, guiding users through online applications, data entry, generating reports, handling basic account administration, requesting supplementary items for investigations, managing mail and faxes, and other assigned duties

-Open non-medical cases to guide/assist clients throughout their service needs.

- Initiate and send claim forms.

- Provide pre-trip assistance and answer pre-trip questions relating to emergency procedures and policy inquiries.

- Interpret policies and fully explain benefit coverage and limitations to avoid client confusion

- Provide assistance with translation using an interpreter if necessary

-Create and send various types of professional correspondence.

-Open medical and non-medical cases to guide/assist clients throughout their medical emergency or other service needs.

-Provide pre-trip assistance and answer pre-trip questions relating to emergency procedures and policy inquiries.

- Place outgoing calls to arrange billing with medical referrals obtain to ensure smooth payment process for clients and receive incoming calls pertaining to current cases, updating the case and setting appropriate action plans for the case manager to act on.

-Deliver a first class caller experience as a

representative of the federal government

-Educate callers about available federal programs and services

-Attend meetings on procedures and other work related subjects

-Review and verify all document information & ensure adherence to ACC credit approval policies

-Follow up with assigned dealerships to resolve pending/missing items for funding

-Answer incoming calls

Handle calls regarding term insurance, review policies with clients

Provide accurate information pertaining to client/agent accounts

Use various tools & resources to solve problems and deliver the best customer experience