Customer Relations Representative

  • On Call International
  • Indianapolis, IN, United States
  • Jan 29, 2018
Full time Customer Service Entry Level Hospitality-Hotel Other

Job Description

On Call International is a leading provider of customized medical, security and travel assistance for international business and leisure travelers, as well as expatriates, students and others traveling away from home. On Call International’s experienced, multi-lingual team of Assistance Coordinators and in-house Medical Director specialize in delivering life-determining aid during medical emergencies from any point on the globe as well as coordination of transportation home after accidents or illnesses. On Call International is the U.S. member of the International Assistance Group, a 32-partner global network of independent assistance companies, including more than 50 alarm centers.

The Customer Relations Representative acts as the first point of contact for all customer inquiries. The ideal Customer Relations Representative will effectively interpret and discuss benefits, review claims, and resolve service and product concerns while providing extraordinary service to medical insurance customers in over 130 countries.

Key Responsibilities:

Relying on limited experience and knowledge, the Customer Relations Representative is responsible for accomplishing the following assignments. These responsibilities are varied in nature and are frequently non-routine. 

  • Receives incoming claims calls and emails. Resolves inquires for provider referrals, claim filing, claim status information, verification of benefits/eligibility and pre-notification.
  • Directs customer calls for product questions, product recommendations, and quote requests to the correct department as appropriate.
  • Fulfills requests for claim forms and applications for clients.
  • Executes caller service requests for duplicate policy materials and forwards the written request for processing and fulfillment to the appropriate department.
  • Resolves product or service problems by identifying area of concern and expediting correction or adjustment. Follows up to ensure resolution when needed.
  • Communicates diplomatically, tactfully and with patience to escalated callers.

Position Knowledge, Skills, and Requirements:


  • High school diploma or equivalent


  • Minimum of two years of relevant and progressive experience in area of specialization


  • Resolves customer needs utilizing internal and external resources
  • Exhibits effective verbal and written communication skills with an emphasis on confidentiality, tact, and diplomacy
  • Possesses and demonstrates the ability to apply basic knowledge of principles, practices and procedures
  • Integrates problem solving, multi-tasking, time management and organizational skills into daily performance
  • Maintains a professional, positive and energetic disposition in stressful situations
  • Intermediate proficiency and experience using Microsoft Office Package (Excel, Access, PowerPoint, Word)

Tokio Marine HCC offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. Tokio Marine HCC and its subsidiaries are equal-opportunity employers. Please visit for more information about our companies.