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Consumer Support Specialist- Contract to Hire in Indianapolis, IN at Vaco

Date Posted: 7/23/2018

Job Snapshot

Job Description

Our Client, located in Carmel, is looking to add to their dynamic customer service team!

The Consumer Support Specialist is responsible for resolving problems and responding to written or verbal inquiries, complaints, appeals and restoration of benefits (ROB) in a fair and timely manner. To succeed in this role, the person must be detail oriented and have strong critical thinking skills.


  • Develop written and verbal responses to inquiry and complaint or appeal letters for Long Term Care (LTC) business in a manner that promotes integrity and customer service
  • Responsible for delivering timely and accurate research regarding claim and policy administration, ROB, or appeal decisions
  • Logs, tracks, and processes appeals and grievances
  • Utilize a customer relationship application or database to record activities and research product information
  • Contacts customers to gather information and communicate disposition of case
  • Conducts pertinent research to evaluate, respond to, and close appeals
  • Builds case files for each grievance and ensures compliance with organizational and regulatory guidelines
  • Respond to customer inquiries to provide non-technical problem resolution
  • Resolve routine and basic problems and communicates solution or requested information to the customer
  • Analyze a customer's service needs and refer to other service or technical departments for follow up as needed
  • Present appeal, ROB, and escalated cases during weekly committee meetings
  • Must be able to interact with associates of all levels of the organization, work well in a team atmosphere, prefer a fast-paced work place, and meet deadlines


  • Excellent written and verbal communication skills
  • Critical thinking and problem solving
  • Strong attention to detail and document interpretations
  • Must be able to work within expected parameters, including productivity and quality standards, as well as work independently or as part of a team
  • Time management and organizational skills
  • Ability to meet strict deadlines
  • MS Office proficiency


College degree or equivalent work experience