Senior Customer Service Administrator - IntelliScript (Remote) at Milliman in Brookfield, WI

Job description

• What We Do
• Milliman IntelliScript is a group of a few hundred experts in fields ranging from actuarial science to information technology to clinical practice. Together, we develop and deploy category-defining, data-driven, software-as-a-service (SaaS) products for a broad spectrum of insurance, health IT and life sciences clients. We are a business unit within Milliman, Inc., a respected consultancy with offices around the world.
• Candidates who have their pick of jobs are drawn to IntelliScript’s entrepreneurial and collaborative culture of innovation, excellence, exceptional customer service, balance, and transparency. Every single person has a voice in our company, and we challenge each other to push the outer limits of our full, diverse potential. And, we’ve shown sustained growth that ensures you’ll have room to grow your skillset, responsibilities, and career.
• Our team is smart, down-to-earth, and ready to listen to your best ideas. We reward excellence and offer competitive compensation and benefits. Visit our LinkedIn page for a closer look at our company, and learn more about our cultural values here.
• Milliman invests in skills training and career development and gives all employees access to a variety of learning and mentoring opportunities. Our growing number of Milliman Employee Resource Groups (ERGs) are employee-led communities that influence policy decisions, develop future leaders, and amplify the voices of their constituents. We encourage our employees to give back to their varied professions, including leadership in professional organizations. Please visit our website to learn more about Milliman’s commitments to our people, diversity and inclusion, social impact, and sustainability.
• What this position entails
• Milliman, Inc. is recognized as a top firm that provides data, products, and professional services to the insurance industry. IntelliScript is a practice within Milliman that provides health and life insurers with real-time data and underwriting decision support tools via software-as-a-service (SaaS). IntelliScript offers an innovative suite of products which interpret and deliver electronic medical data (such as prescription histories, diagnoses, treatment data, etc.) to help our clients make effective underwriting and pricing decisions. Our company offers a unique entrepreneurial culture that also promotes work / life balance. IntelliScript has enjoyed consistent growth and is the leader in the markets we serve.
• The Operations team sits at the hub of all IntelliScript divisions (e.g., IT, Data Analytics, Account Management, Sales, and Product). This team is ready to grow again due to the increasing volume of calls from insurance policy applicants.

Responsibilities

• The key area of responsibility in the role of Customer Service Administrator is interaction with customers, i.e., insurance applicants, to handle formal disputes of incorrect information:
• Respond to applicants’ questions via phone and email in a timely manner
• Review Fair Credit Reporting Act (FCRA) reports and work closely with consumers to identify, reinvestigate, and resolve disputes within an allotted timeline
• Correct erroneous reports
• Coordinate with insurance clients to ensure updated information is received
• Track all related case information in Salesforce
• Responsibilities will expand to other tasks and projects as your experience and knowledge increases.

Requirements

• What we need
• High school diploma or GED required
• Intermediate proficiency in Microsoft Word, Excel, and Outlook
• Minimum of 5 years of customer service experience, preferably in a phone-based environment
• At least 5 years of administrative experience
• Adapts quickly to established processes and consistently meets project deadlines.
• Effectively analyzes issues and presents clear, actionable resolutions.
• Demonstrates a proactive, solution-oriented attitude; no task is too big or too small.
• Committed to resolving customer concerns and ensuring complete satisfaction.
• Possesses exceptional communication skills—professional and articulate across all mediums (phone, email, video conferencing, etc.) with clients and colleagues.
• Thrives in both entrepreneurial and collaborative environments.
• Balances strict adherence to detailed processes with the ability to identify trends and solve business challenges.
• Maintains a strong attention to detail.
• Eager to learn and continually seeks opportunities to enhance knowledge and skills.
• Self-motivated to assess needs, research solutions, and find common ground with diverse perspectives.
• Pursues ongoing professional development and education.
• Excels at prioritizing and managing multiple tasks and projects simultaneously.
• Demonstrates strong multi-tasking and organizational abilities.
• Wish list
• Bachelor’s degree
• Experience using Salesforce to locate and record information
• Familiarity with the insurance industry
• Proficiency in Spanish, including speaking and translation skills
• Individual(s) must be legally authorized to work in the United States without the need for immigration support or sponsorship from Milliman now or in the future.

Skills

Required

• Maintains a strong attention to detail

Benefits

• We offer a comprehensive benefits package designed to support employees’ health, financial security, and well-being. Benefits include:
• Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners.
• Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges.
• 401(k) Plan – Includes a company matching program and profit-sharing contributions.
• Discretionary Bonus Program – Recognizing employee contributions.
• Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses.
• Paid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
• Holidays – A minimum of 10 paid holidays per year.
• Family Building Benefits – Includes adoption and fertility assistance.
• Paid Parental Leave – Up to 11 weeks of paid leave for employees who meet eligibility criteria.
• Life Insurance & AD&D – 100% of premiums covered by Milliman.
• Short-Term and Long-Term Disability – Fully paid by Milliman.
• The overall hourly range for this role is $25.59 - $45.59. For candidates residing in:
• Alaska, California, Connecticut, Illinois, Maryland, Massachusetts, New Jersey, New York City, Newark, San Jose, San Francisco, Pennsylvania, Virginia, Washington, or the District of Columbia the hourly range is $29.43 - $45.59.
• All other locations the hourly range is $25.59 - $39.64.
• A combination of factors will be considered, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, etc. This is a full-time, non-exempt overtime eligible role; overtime eligible after 40 hours of work.