Customer Service Relationship Specialist – Remote remote type 100% Remote locations San Antonio, TX time type Full time job requisition id R2624264 CRS/Billing Spec I - OK10LN As a Customer Relationship Specialist, your primary role is to provide an effortless experience to our existing policyholders, third parties and agents regarding insurance questions, inquiries, or concerns. You will work with customers by handling a variety of inbound telephone calls regarding their policies. Your success is important to us - you will receive ongoing coaching and development to support you as you build your career at The Hartford. WORK ARRANGEMENT: This role will have a 100% Remote Work Arrangement Training is provided: 9 Weeks of Training Training Hours: 10:30AM - 7:00PM EST Post Training Hours: 11:30AM - 8:00PM EST COMPENSATION: Base Pay is $25 per hour with opportunity for growth RESPONSIBILITIES: - Promote digital self service capabilities. - Take ownership to ensure that we go above and beyond to service each caller's needs, utilizing every touch point as an opportunity to build value and The Hartford brand. - Assisting customers over the phone. - Must have the ability to learn insurance product and processes in training environment. - Required to commit to the training and work schedule. - Have a dedicated workspace free from distractions during work and training hours. QUALIFICATIONS: - A demonstrated background in customer service, call center, insurance, retail, - restaurant or a related field - Ability to work in a fast-paced complex environment while navigating multiple - programs. - Problem solving and critical thinking skills with strong attention to detail. - Excellent communication skills with ability to empathize with customers and colleagues. - Adaptability - High School Diploma or equivalent experience required. - Spanish bilingual a plus. INTERNET: For full-time, occasional, part-time, or remote positions: (1) high speed broadband internet service is required, we do not recommend or support DSL, wireless, Wi-Fi, Hotspots, Fiber without a modem and Satellite; (2) Internet provider supplied modem/router/gateway is hardwired to the Hartford issued computer with an ethernet cable; and (3) minimum upload/download speeds of 10Mbps/300 Mbps will be required. ADDITIONAL INFORMATION: We are invested in you from Day 1 as an individual and in your career journey. We prioritize supporting your skill development early in your career. Whether this means growing your career within the business or leveraging your talents across the organization, you can count on your leader to make an investment in your development! BENEFITS: Medical, Dental, Vision, Life and Disability Insurance. Effective day 1. 25 days paid time off in your first full year of service and Paid Holidays Tuition reimbursement, Student Loan Paydown Program 401K Compensation The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is: $46,222 - $69,333

• Own the member experience from first contact to resolution across phone, email, chat, and SMS • Resolve member questions related to appointments, prescriptions, lab work, ICHRA/HRA benefits, and plan details • Triage and prioritize member needs in real time — handle high-impact issues with urgency and sound judgment • Identify when members need services outside Vitable's scope and connect them to the right external resources • Conduct proactive outreach to educate members and drive activation and engagement • Identify workflow gaps and partner with leadership to improve processes and tooling

• Respond to patient enquiries via email, SMS, and phone • Provide clear updates regarding prescriptions, orders, and delivery timelines • Manage concerns relating to delayed or unprocessed orders • Ensure professional, empathetic communication at all times • Assist practitioners with patient-related queries • Escalate clinical matters appropriately • Monitor prescription processing and medication dispatch • Liaise with pharmacy partners regarding delays or order issues • Manage all cases within the ticketing system • Verify patient details where required (e.g. IHI, Medicare alignment) • Follow all Standard Operating Procedures (SOPs)

• Deliver exceptional customer support across multiple channels, including online chat, ticket systems, and email, ensuring timely and accurate responses. • Collect, document, and prioritize customer feedback to help improve products, services, and processes. • Troubleshoot and resolve customer issues, providing clear explanations and guidance. • Escalate complex issues to the appropriate teams, ensuring a seamless handoff and follow-up until resolution. • Maintain and update customer records in the CRM system with accurate and detailed information. • Proactively identify recurring issues and suggest improvements to reduce support volume and enhance customer satisfaction. • Provide customers with step-by-step solutions or educational resources to help them maximize the use of products and services.